Posted:2 weeks ago|
Platform:
Work from Office
Full Time
The hiring is for an expert who will be managing the Escalations Team and providing extended support to the KYC Program as well.
Escalations Team is primarily responsible for:
Triaging escalations to the correct team once received.
Actoning and resolving high-priority escalations requiring immediate assistance.
The Escalations Team functons as part of the Airbnb Capability Center and supports overall
business opera8ons by ensuring swiE and accurate handling of escalated cases.
2. Reason for Hiring and Onboarding Timelines
The position has become available due to the upcoming Contract Closure of the Supervisor deployed for this role.
3. Contract Extension or FTE Conversion Possibility
Extension or conversion of this role into a Full-Time Employee (FTE) posi8on will be subject to the applicable condi8ons at the 8me of contract closure. Any such decision would be taken closer to the contract end date based on business needs and policy provisions.
4. Ideal Candidate Background, Skills, and AJributes
The ideal candidate should have experience in escala8ons management, par8cularly within compliance, payments, or risk func8ons. They should have experience of team handling and an avg overall experience of 6+years.
Top skills and aJributes include:
Strong understanding of compliance and risk parameters associated with customer and host profiles.
Team Management Skill
Leadership Quali8es Proven experience in customer escala8on handling. High aWen8on to detail and analy8cal ability. Problem-solving, adaptability, and resilience in a fast-paced environment. Excellent communica8on and interpersonal skills. Calling abili8es
5. Work Setup, Shiftss, and Travel Requirements
Currently, the role follows a work-from-home setup. The shiE 8ming would likely be 3pm-12am IST and is subjected to changes as per the Business requirements. No travel or shiE work is an8cipated at this 8me.
6. Interview Process and Assessment Criteria
There will be a maximum of 2 rounds of interviews: Round 1: Conducted by the Lead. Round 2: Conducted by the Manager ( If required )
Assessment Criteria:
Candidates will be evaluated on: Compliance and escala8on handling knowledge. Problem-solving and strategic thinking. Communica8on and stakeholder management skills. Leadership Quali8es Overall adaptability and analy8cal ability.
Interested can share their resume with shanti.t@twsol.com
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