Regulatory Response Specialist – German Speaking (Customer Escalations)

We’re looking for a fluent German speaker with excellent written and verbal communication skills and 2+ years’ customer service or escalation experience to join our Regulatory Response team. This full-time, remote role can be based anywhere in Ireland and involves being the bridge between guests, hosts, and internal teams to solve complex, high-impact cases in a fast-paced environment. You’ll stay calm under pressure while delivering empathetic, solutions-focused support. If you’re adaptable, proactive, and ready to join a supportive, high-performing team with clear growth opportunities, we’d love to hear from you.

The Regulatory Response team works closely with our regional and global legal, public policy, and public relations teams to intake and action contact from government and consumer regulatory bodies, uphold and support work of legitimisation agreements, and additional ad-hoc work that protects the brand’s compliance and legal standing with our external stakeholders. The team takes point on enforcement of Airbnb’s Non-Discrimination Policy and our Data privacy work, along with managing issues regarding Ownership/Landlord disputes, and general issues related to the legality of home sharing in different markets.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Handle cases with complexities with the highest level of service

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone
• End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines
• Develop a deep understanding of complex workflows and follow them
• Understand how to summarise user issues and escalate to leadership as needed

Combining efficiency with quality: Manage multiple user cases at the same time while remaining efficient, professional and organized

• Recognise case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
• Adapt to your schedule & its potential modifications based on business needs

Participating in your service’s improvement: Be a team player & support operational success as directed by your Management

• Demonstrate and share best practices with teammates to drive success at the global service level
• Participate in roundtable discussions for upcoming changes and launches

• 2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact centre environment making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
• Interest or prior experience in legal/policy/consumer bodies/regulatory issues
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs but currently looking for Sunday - Thursday coverage.

• Good interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ability to organise your work, multitask, prioritise and organise tasks, and to work within prescribed schedules including breaks, lunches, and training time
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in German and English, other languages are a plus

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.