Market Coordinator

The Community You Will Join : The Market Coordinator plays a pivotal role in supporting Airbnb's Field Team and Key Accounts Team by managing high-value Host-related inquiries and escalations in the Italy and Southern Europe region. Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures the timely resolution of issues while delivering exceptional service. You will support the Market Management Field Teams by sharing ideas and recommendations and building good relationships both inside and outside your team. The role is based in Milan, Italy. A Typical Day : Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team. Master and maintain knowledge of company policies and procedures, becoming an expert in Community Support and brand risk topics. Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity. Conduct in-depth research to address and resolve Host issues. Triage and assign escalation tickets and provide recommendations for efficient resolution. Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment. Work proactively to improve the listing quality of hosts in your region and increase the percentage of 5-star bookings. Support in-market events for your territory when required. Communicate effectively with stakeholders. Meet or exceed SLA response times consistently. Your Expertise : At least 4 years of experience as a Customer Support Representative or in Account Management. Fluent in English and Italian. Proven expertise in handling high-value and time-sensitive customer service inquiries with strong active listening and problem-solving skills. Exceptional written and verbal communication abilities. Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment. Proven ability to analyze challenges and solve complex issues. Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations. Strong analytical skills to support peers, Lead, and Market Managers. Proficiency in tools like Salesforce, G-Suite, and Jira (preferred). Preferred Attributes : Previous experience in hospitality customer service or a related field. Strong attention to detail and organizational skills. Our Commitment To Inclusion & Belonging : Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, helping us develop the best products, services, and solutions. All qualified individuals are encouraged to apply. Required Experience : Key Skills : Microsoft Access, SQL, Analysis Skills, Microsoft PowerPoint, Securities Law, Data Mining, Investment Banking, Market Research, Microsoft Excel, Visual Basic, Bloomberg, Data Analysis Skills Employment Type : Full Time Experience : Years Vacancy : 1 J-18808-Ljbffr

Location: Milano, Lombardia, IT

Posted Date: 9/15/2025