Social Media Specialist

Job Description

Airbnb is in the business of connection—offering millions of places to stay and tens of thousands of handcrafted activities, all powered by local hosts. An economic empowerment engine, Airbnb has helped millions of hosts delight guests by providing unique travel experiences, entire homes with private amenities, and immersion in local communities while keeping the financial benefits of tourism with the people who make it happen. With more than 800 million guest arrivals to date, and accessible in 62 languages and dialects across 220+ countries and regions, Airbnb promotes human connection, community and trust around the world.

The company has increased its investment in China and experienced rapid growth since officially entering the market at the end of 2015. Airbnb continues to focus on product localization and innovation to better serve local users and enhance the user experience, nurture a trusting local community, and engage Chinese Millennial travelers with inspiring brand moments. As one of the leaders in the home sharing industry, Airbnb works with partners across many fields to actively promote the sustainable development of this emerging industry and achieve win-win results for everyone. Airbnb will continue to build an efficient local team, bringing the end-to-end, authentic travel experience to Chinese travelers.

On the Social Media Operations team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.

Together, our team provides support to more than 100 million lifetime guests and 3 million listings in over 191 countries. We work hard, we laugh a lot, and we’re committed to creating a world where anyone can belong anywhere. As a Community Support Social Media specialist, you’ll help us provide timely responses, personalized resolutions, and memorable proactive interactions to our community over their social media platform of choice.

• Proactively and independently works to meet targets, maintain CSAT, NPS and SLAs.
• Being an expert in complaint management, providing customized support to users by mastering knowledge of company policies and workflows.
• Displays patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations.
• Actively manage high-risk contacts over Weibo and other regionally specific social media channels.
• Identify trends and recommend improvements to workflows, products, and business processes.
• Collaborate with the virtual team closely and maintain knowledge confluence accordingly.
• Analyzes routine problems using quantitative and qualitative measures. And maintain a strong, current understanding of workflow changes.
• Work together to advance the projects or cases through effective cross-departmental collaboration.
• Assist in engagement activity (general, surprise & delight, campaign) on an as-needed basis.

• Effective Problem Solving: You have a passion for thinking outside the box to find creative solutions, and you’re excited about experimental ways to improve the experience for our community.
• Maintaining Composure and Valuing Diversity: You leverage empathy while working with a diverse community composed of your peers and those you support through your core work. You display patience along with a unique ability to manage stress and the ability to work under pressure and adapt to adverse situations.
• Taking Initiative: You can work with minimal direction and support, and you achieve a high level of output and success. You actively identify next steps, goals, and tasks, and you accomplish them diligently.
• Prioritizing the Community: You're devoted to being a good host to the Airbnb community—both internal and external. You make yourself available. You're dedicated to meeting the community's needs, so you listen closely to feedback and use it to propose improvements to our products and services. You encourage and empower your peers to always put the community first.

• Bachelor’s Degree or equivalent experience
• 1~3 years of customer service experience
• Passion for social media, including knowledge of social media platforms, best practices, and tools of the trade
• Excellent written and verbal communication
• Fully understand Chinese culture
• Availability for a schedule of 40 hours a week, one that spans weekends and holidays. Shifts may include evening or early morning hours.

爱彼迎致力于建立人与人之间的连接,在当地房东和体验达人的支持下,提供数百万房源和成千上万的精彩体验项目。作为促进经济发展的引擎,爱彼迎打造了一个平台,使房客和体验参与者能够入住配备私人便利设施的完整房源,融入当地社区获得独特的旅行体验,同时让数百万房东和体验达人享受到旅游业带来的经济效益。迄今为止,爱彼迎已接待了超过8亿人次的用户,在220多个国家和地区提供62种语言服务,在世界范围内促进人际交流和信任,创造充满人情味的社区。

自2015年底正式进入中国起,爱彼迎在中国市场不断加大投入,实现了持续快速增长。爱彼迎将持续升级本土产品,打造创新的品牌活动,提升用户体验,构建有凝聚力的社区。作为共享住宿行业的领军者之一,爱彼迎还携手各方,积极推动这一新兴行业的可持续发展,实现多方共赢。我们将继续打造高效的本土团队,将原汁原味的旅行体验带给中国旅行者。

作为爱彼迎社交媒体团队的成员,我们很荣幸能够站在共享经济的前沿,努力建立世界上最忠诚的旅行社区。

我们为全球191个国家的1亿多位房客及3百万房源提供支持。我们一起努力,共同欢笑,致力于打造任何人都可以找到归属感的世界。你需要协助我们,提供及时的回复,个性化的解决方案,以及令我们的社区成员印象深刻的积极互动。

• 独立自主地工作,达到关键数据及预期目标
• 作为投诉管理的专家,通过公司政策和工作流程,为用户提供个性化的解决方案
• 具有耐心、同理心,抗压能力强。能够在压力环境及不明朗局面下工作
• 能够积极处理来自微博及国内其他社交媒体渠道的高风险咨询
• 能够及时掌握并提供相关趋势,对产品和业务流程等提供及时反馈
• 与虚拟团队紧密合作,负责知识库的日常维护
• 能通过定量和定性的方法分析日常问题,并持续了解工作流的更改
• 能采取有效的跨部门沟通合作,来共同推进项目
• 能根据需求与用户进行积极互动,包括日常互动、市场推广、惊喜活动

• 有效解决问题的能力:你能够打破常规来思考问题,拥有创新解决问题的能力,对于改善我们社区体验的尝试有热情
• 沉着应对并尊重多样性:在善用同理心的同时,你能够与多样化的团队共同合作。你需要展现出耐心及抗压能力,让你能够在压力下工作并应对不明朗局面。
• 采取主动性:你可以在有限的指导和支持下完成工作,并能够交付高水平的成果。你能够积极自主地识别下一步、目标及任务,并通过努力完成预期目标。
• 以社区为先:你致力于成为爱彼迎社区的好主人,你努力满足社区的需求,认真听取反馈,并用它们提高、改进我们的产品与服务。你可以鼓励并支持伙伴,并始终以社区为先。

• 学士学位或同等学历
• 1至3年的客户服务经验
• 热爱社交媒体方面的工作,了解相关知识及实践工具
• 出色的书面及口语沟通能力
• 充分了解中国本地文化
• 每周工作40小时,接受周末和节假日上班,及早晚排班