Talent ManagementPromotionEarn "Exceeds Expectations" two consecutive quartersDemonstrate competencies for role moving in toPIPcareer stallersneeds improvement competenciestime frameseverity

CX Specialist PostingResponsibltiesSkillsPreferred QualificationsAdd?Provide friendly and efficient service via inbound and outbound calls and/or emails to our global communityAbility to actively listen, understand, and summarize with clarity and simplicity. Experience in customer service OwnershipAnalyze a conflict, identify root causes, and assist parties in finding a resolution quickly. Ability to build rapport and relate well to a diverse global community. Use diplomacy and tact to mediate high-tension situations. Prior use of AirbnbAddressing concerns and mediating disputes within our community.Ability to handle conflict, maintain composure, and be a settling influence in stressful situations. Fluency in other languagesConsistently achieve metric goals with minimal direction and support. Genuinely care about people and is eager and ready to help under any circumstanceEarly adopter of online technologyStay up to date with and follow on-going process, product, policy changes. Constantly drives for excellence in achieving goals with minimal supervision and direction. College degreeSupport your team by answering questions, anticipating needs, and staying positive in the face of challenges. Can skillfully, diplomatically, and directly negotiate to settle differences with minimal conflict.Build a culture of open and honest commmunication by offering and being open to receiving feedback. Ability to dig deep to uncover a problem's root cause; anticipate hidden, related problems; and create solutions based on honest, critical analysis. Promote the culture, values, and mission of Airbnb and act as a steward of the brand and community.Enjoys challenging learning experiences, views failures as a learning opportunity, flourishes in unfamiliar territory, and is a relentless learner. Ensure the privacy and security of confidential Guest and Host information.Can communicate with clarity, style, compassion, and purpose. Be available when our users need us with a flexible schedule that might include weekends, mornings, evenings, and holidays. Confidently own a case from beginning to resolution.

Recruiting CompetenciesCORE VALUESCORE COMPETENCYSkilled UseOne on One Interview QuestionsBehaviors in Role PlaysBehaviors in Group ActivityIntro ObservationsOtherPrice of AdmissionBe a HostListeningPractices attentive and active listening. Has the patience to hear people out. Can accurately restate the opinions of others even when he/she disagrees.-Answers the question being asked-Can restate question, asks clarifying questions-Addresses the specific user issue-Restates user issue-Who talks over others?-Brings others in to conversation.-Restates, builds on input from others-Who is saying hello to others? Interacting?Interpersonal SavvyRelates well to all kinds of people, up, down, and sideways, inside and outside the organization. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably.-Tell me about a time when you had a conflict with a coworker or customer.-Doesn't over commiserate-Uses professional language and tone-Brings in quiet team mates-Smiling-hand shaking-asking names, introducingComposureIs cool under pressure. Does not become defensive or irritated when times are tough. Is considered mature. Can be counted on to hold things together during tough times. Can handle stress. Is not knocked off balance by the unexpected. Doesn't show frustration when resisted or blocked. Is a settling influence in a crisis.-Is not knocked off balance by curve ballsCompassionGenuinely cares about people. Is concerned about their work and non-work problems. Is available and ready to help. Is sympathetic to the plight of others not as fortunate. Demonstrates real empathy with the joys and pains of others.-aligns with user's emotional stateBe a Cereal EntrepreneurDrive for ResultsCan be counted on to exceed goals successfully. Is constantly and consistently one of the top performers. Very bottom-line oriented. Steadfastly pushes self and others for results.Every Frame MattersMediating and NegotiatingCan negotiate skillfully in tough situations with both internal and external groups. Can settle differences with minimum noise. Can win concessions without damaging relationships. Can be both direct and forceful as well as diplomatic. Gains trust quickly of other parties to the negotiations Has a good sense of timing.-Force candidates to deliver bad news, not give us what we want-Owns decision without borowing authority-Doesn't side immediately with host or guest, empowers them to reach to other party, doesn't jump to conclusionsProblem SolvingUses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers. Can see hidden problems. Is excellent at honest analysis. Looks beyond the obvious and doesn't stop at the first answers.-Tell me about a time when you were working on something and it didn't go as expected?-What's your crazy idea?-What's something about an old job that you were like to impove, and how?-Was their solution relevant to the problem-Did they anticipate hidden problems (transportation, additional expenditures, comfort)?-Addresses core needs: safety, comfort, ease-Assesses value of resources in scenarioEmbrace the AdventureLearning on the FlyLearns quickly when facing new problems. A relentless and versatile learner. Open to change. Analyzes both successes and failures for clues to improvement. Experiments and will try anything to find solutions. Enjoys the challenge of unfamiliar tasks. Quickly grasps the essence and the underlying structure of anything.-do a skillshare--meet in a small group, learn activity, teach it to others-do a new group activitySimplfyWritten CommunicationsIs able to write clearly and succinctly in a variety of communication settings and styles. Can get messages across that have the desired effect.-Hire art: have 3 timed ticket questions-write a listing description or a review on a poor experience based on review guidlines Champion the MissionCourageDoesn't hold back anything that needs to be said. Provides current, direct, complete, and "actionable" positive and corrective feedback to others. Lets people know where they stand. Faces up to people problems on any person or situation (not including direct reports) quickly and directly. Is not afraid to take action when necessary.Timely Decision MakingMakes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Able to make a quick decision.-Update hire art: give a question and require a timed written response-Have a timed problem solving section-Give a task at the beginning of the meetup and a deadline before they leave

Core ValuesHostWorks well with others through empathy Gives and receives constructive feedback Treats everyone like a guestSimplify Communicates clearly Prioritizes effectively Grasps the essence of a solution and eliminates the unnecessaryEvery Frame Matters Exhibits craftsmanship that inspires others Accounts for details both big and small, seen and unseen Seeks excellence in their workBe a Cereal Entrepenuer Consistently delivers creative and unconventional ideas Does more with less Relentlessly pursues an outcome until its realizedEmbrace the Adventure Driven by curiosity to learn and grow Welcomes uncertainty Demonstrates flexibilityChampion the MissionGoes beyond whats asked to better Airbnb Exhibits passion Puts customers first

SL1,2,3CORE VALUESSL 1SL 2SL 3SDLeadOMPathHostListeningNegotiatingMotivating OthersListeningApproachability ComposurePeer RelationshipsComposureCaring about Direct ReportsCompassionApproachability

Be a Cereal EntrepreneurDrive for ResultsCustomer FocusCreativityCreativityBusiness AcumenProblem SolvingDrive for ResultsAction OrientedEvery Frame MattersFunctional & Technical SkillsDecision QualityTime managementDecision QualityInformingBusiness AcumenTime ManagementEmbrace the AdventureLearning on the FlyDealing with Ambiguity Organizational Agility CourageConfronting Direct ReportsDealing with AmbiguitySimplfyWritten CommunicationsOrganizingProblem SolvingTime ManagementDeveloping Direct Reports and OthersTimely Decision MakingOrganizingPriority SettingFunctional/Technical SkillsChampion the MissionApproachability Interpersonal SavvyAction OrientedMotivating OthersManagerial CourageMotivating OthersManging Vision and Purpose

SL1CORE VALUESCORE COMPETENCYSkilled Use DescriptionExamples of Expected Behavior and PerformanceRelated Lominger CompetencyDemonstrated BehaviorsResourcesSL1You are a master at your core work--non trip and trip tickets. You can handle difficult situations on the phone with ease. Meeting metric goals is easy with your knowledge of workflows, product, and people skills. Host

ListeningPractices attentive and active listening. Has the patience to hear people out. Can accurately restate the opinions of others even when he/she disagrees.-asks the correct questions, doesn't interrupt people or SHUT PEOPLE DOWN, gathers all infos- exemplifies the AAA'sshadowing, listening to other people's callsComposureIs cool under pressure. Does not become defensive or irritated when times are tough. Is considered mature. Can be counted on to hold things together during tough times. Can handle stress. Is not knocked off balance by the unexpected. Doesn't show frustration when resisted or blocked. Is a settling influence in a crisis.-keeps a calm tone during stressful situations within and without tickets/calls- Practice non violent communication techniques- Self monitor - Nonviolent communication class - Count to 10- Place a user on hold- Pauses-Double draft emailsCompassionGenuinely cares about people. Is concerned about their work and non-work problems. Is available and ready to help. Is sympathetic to the plight of others not as fortunate. Demonstrates real empathy with the joys and pains of others.- Is present for teammates during difficult situations for Tick Talks and picks up on elevated tone/stress levels of those around. Offers a shoulder in necessary situations.- Active listening for coworkers and users- Practice active listening- Practice rephrasing-Compassionate communication courseBe a Cereal EntrepreneurDrive for ResultsCan be counted on to exceed goals successfully. Is constantly and consistently one of the top performers. Very bottom-line oriented. Steadfastly pushes self and others for results.-manages time, meets/exceeds 60 closed tickets a week- Focuses on higher NPS- Sit next to high producers-Tech tips- Meditation/Distraction AvoidanceProblem SolvingUses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers. Can see hidden problems. Is excellent at honest analysis. Looks beyond the obvious and doesn't stop at the first answers.Every Frame MattersFunctional & Technical SkillsHas the functional and technical knowledge and skills to do the job at a high level of accomplishment.- uses resources before presenting question to teammates, is resourceful (consults Stanley + UI index prior to Tick Talks)- when appropriate, keep TT's concise- Using Stanley, UI, Tick Talks, knowledge base-SD's and Leads for questionsEmbrace the AdventureLearning on the FlyLearns quickly when facing new problems. A relentless and versatile learner. Open to change. Analyzes both successes and failures for clues to improvement. Experiments and will try anything to find solutions. Enjoys the challenge of unfamiliar tasks. Quickly grasps the essence and the underlying structure of anything.-keeps up with ever-changing product and platform (reads updates, rolls with the punches)- Actively request feedback- Use QA to improveSimplifyWritten CommunicationsIs able to write clearly and succinctly in a variety of communication settings and styles. Can get messages across that have the desired effect.-3 A's, 3 P's, direct language in emails- Study Airbnb Style Manual- Triangulating (Giving multiple sources of information)- Find wordsmiths in the office, cling to them.Champion the MissionApproachability Is easy to approach and talk to. Spends the extra effort to put others at ease. Can be warm, pleasant, and gracious. Is sensitive to and patient with the interpersonal anxieties of others. Builds rapport well. Is a good listener. Is an early knower, getting informal and incomplete information in time to do something about it.-makes an effort to meet and communicate with many types of people, inside the office and out, knows boundaries for diff types of people- Happy Hour- AirShares-Off Sites-Cross-functional collaboration

SL2CORE VALUESCORE COMPETENCYSkilledDemonstrated BehaviorsResourcesSL2Be a HostNegotiatingCan negotiate skillfully in tough situations with both internal and external groups. Can settle differences with minimum noise. Can win concessions without damaging relationships. Can be both direct and forceful as well as diplomatic. Gains trust quickly of other parties to the negotiations Has a good sense of timing.-Remains calm on the phone-restates users opinions- comes up with creative solutions- sets clear boundaries and expectationsPeer RelationshipsCan quickly find common ground and solve problems for the good of all. Can represent his/her own interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise. Is seen as a team player and is cooperative. Easily gains trust and support of peers. Encourages collaboration. Can be candid with peers.-Effective Tick Talker -Gives constructive feedbackBe a Cereal EntrepreneurCustomer FocusIs dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.- Extensive Product Knowledge- Rapport with users- demonstrates empathetic tone and understanding to users-Reading Product UpdatesEvery Frame MattersDecision QualityMakes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment. Most of his/her solutions and suggestions turn out to be correct and accurate when judged over time Sought out by others for advice and solutions.- Effective Help and Information Seeking- Confidently Makes timely Decisions- details route to user/sets expectations- leaves detailed notes for future agents- Practicing Purposeful Tick Talking - Self Knowledge- Set Metric GoalsFunctional & Technical SkillsHas the functional and technical knowledge and skills to do the job at a high level of accomplishment.- Comfort with the product- Comfort with internal tools-Teach skills to coworkers- Product Updates, In The Air, Moment of Truth, SD'sEmbrace the AdventureDealing with Ambiguity Can effectively cope with change. Can shift gears comfortably. Can decide and act without having the total picture. Isn't upset when things are up in the air. Doesn't have to finish things before moving on. Can comfortably handle risk and uncertainty.- Multitasking and time management- Confidence in making decisions- Honest rapport with usersSimplifyOrganizingCan marshal resources (people, funding, material, support) to get things done. Can orchestrate multiple activities at once to accomplish a goal. Uses resources effectively and efficiently. Arranges information and files in a useful manner.- Keeps on top of updates, emails, calendar, tech updates to do job more effectively- uses extensions, tech tips, increases efficiency- Time ManagementEx using google docs as a resource Champion the MissionInterpersonal SavvyRelates well to all kinds of people, up, down, and sideways, inside and outside the organization. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably.- friendly and open in conversation group, team, one on one

SL3CORE VALUESCORE COMPETENCYSkilledDemonstrated BehaviorsResourcesSL3Be a HostMotivating OthersCreates a climate in which people want to do their best. Can motivate many kinds of direct reports and team or project members. Can assess each person's hot button and use it to get the best out of him/her. Pushes tasks and decisions down. Empowers others. Invites input from each person and shares ownership and visibility. Makes each individual feel his/her work is important. Is someone people like working for and with.- Negotiate peer relations - Master SL 1&2 skills- Provide helpful/appropriate feedback and encouragement-Shadow current SD or Lead- Practice effective communicationBe a Cereal EntrepreneurCreativityComes up with a lot of new and unique ideas. Easily makes connections among previously unrelated notions. Tends to be seen as original and value-added in brainstorming settings.- Think big and outside the box- Identify behaviour patterns to change- Go to Airshares, Teach Airshares- Ask for Unique Cases-Find creative outlets outside the officeEvery Frame MattersTime managementUses his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.- work on more than one issue at a time- practice. Pay attention to time and budget- Uses calendar effectively-Keeps organized list-Get shit done- iCal-efficient, timely tick talksBusiness Acumen
: Business Acumen is listed under "Cereal Entrepreneur" category for Lead competencies. Can we nest under the same category, whichever is chosen?-Jessi WhitbyKnows how businesses work. Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization. Is aware of how strategies and tactics work in the marketplace.- Reads exec. notes and newsletters- Familiarizes with competencies- Pay attention to meetings and global happenings- E-staff notesEmbrace the AdventureOrganizational Agility Knowledgeable about how organizations work. Knows how to get things done both through formal channels and the informal network. Understands the origin and reasoning behind key policies, practices, and procedures. Understands the cultures of organizations.-Speak openly with leadership- Provide feedback to superiors- Up to date on hiring structure- office meetings of all kinds, elective and mandatorySimplifyProblem SolvingUses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers. Can see hidden problems. Is excellent at honest analysis. Looks beyond the obvious and doesn't stop at the first answers.- Asks challenging questions- Is sought out for help and advice and can provide it- Comfortable asking for helpChampion the MissionAction OrientedEnjoys working hard. Is action oriented and full of energy for the things he/she sees as challenging. Not fearful of acting with a minimum of planning. Seizes more opportunities than others. Able to identify office-wide issues, create solutions, and act with minimal direction and supervision.- Volunteers to take on projects- Self-starter, minimal supervision- Practice appropriate work/life balance

SDCORE VALUESCORE COMPETENCYSkilledDemonstrated BehaviorsResourcesShift DeputyBe a HostListeningPractices attentive and active listening. Has the patience to hear people out. Can accurately restate the opinions of others even when he/she disagrees.ComposureIs cool under pressure. Does not become defensive or irritated when times are tough. Is considered mature. Can be counted on to hold things together during tough times. Can handle stress. Is not knocked off balance by the unexpected. Doesn't show frustration when resisted or blocked. Is a settling influence in a crisis.Approachability Is easy to approach and talk to. Spends the extra effort to put others at ease. Can be warm, pleasant, and gracious. Is sensitive to and patient with the interpersonal anxieties of others. Builds rapport well. Is a good listener. Is an early knower, getting informal and incomplete information in time to do something about it.Be a Cereal EntrepreneurCreativityComes up with a lot of new and unique ideas. Easily makes connections among previously unrelated notions. Tends to be seen as original and value-added in brainstorming settings.Drive for ResultsCan be counted on to exceed goals successfully. Is constantly and consistently one of the top performers. Very bottom-line oriented. Steadfastly pushes self and others for results.Every Frame MattersDecision QualityMakes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment. Most of his/her solutions and suggestions turn out to be correct and accurate when judged over time. Sought out by others for advice and solutions.Embrace the AdventureCourageDoesn't hold back anything that needs to be said. Provides current, direct, complete, and "actionable" positive and corrective feedback to others. Lets people know where they stand. Faces up to people problems on any person or situation (not including direct reports) quickly and directly. Is not afraid to take action when necessary.SimplifyTime ManagementUses his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.OrganizingCan marshal resources (people, funding, material, support) to get things done. Can orchestrate multiple activities at once to accomplish a goal. Uses resources effectively and efficiently. Arranges information and files in a useful manner.Functional/Technical SkillsHas the functional and technical knowledge and skills to do the job at a high level of accomplishment.Champion the MissionMotivating OthersCreates a climate in which people want to do their best. Can motivate many kinds of direct reports and team or project members. Can assess each person's hot button and use it to get the best out of him/her. Pushes tasks and decisions down. Empowers others. Invites input from each person and shares ownership and visibility. Makes each individual feel his/her work is important. Is someone people like working for and with.

LeadCORE VALUESCORE COMPETENCYSkilledLeadBe a HostApproachability Is easy to approach and talk to. Spends the extra effort to put others at ease. Can be warm, pleasant, and gracious. Is sensitive to and patient with the interpersonal anxieties of others. Builds rapport well. Is a good listener. Is an early knower, getting informal and incomplete information in time to do something about it.Caring about Direct ReportsIs interested in the work and non-work lives of direct reports. Asks about their plans, problems, and desires. Knows about their concerns and questions. Is available for listening to personal problems. Monitors workloads and appreciates extra effort.Be a Cereal EntrepreneurBusiness AcumenKnows how businesses work. Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization. Knows the competition. Is aware of how strategies and tactics work in the marketplace.Action OrientedEnjoys working hard. Is action oriented and full of energy for the things he/she sees as challenging. Not fearful of acting with a minimum of planning. Seizes more opportunities than others.Every Frame MattersInformingProvides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization. Provides individuals information so that they can make accurate decisions. Is timely with information.Time ManagementUses his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.Embrace the AdventureConfronting Direct ReportsDeals with problem direct reports firmly and in a timely manner. Doesn't allow problems to fester. Regularly reviews performance and holds timely discussions. Can make negative decisions when all other efforts fail. Deals effectively with troublemakers.Dealing with AmbiguityCan effectively cope with change. Can shift gears comfortably. Can decide and act without having the total picture. Isn't upset when things are up in the air. Doesn't have to finish things before moving on. Can comfortably handle risk and uncertainty.SimplifyDeveloping Direct Reports and OthersProvides challenging and stretching tasks and assignments. Holds frequent development discussions. Is aware of each person's career goals. Constructs compelling development plans and executes them. Pushes people to accept developmental moves. Will take on those who need help and further development. Cooperates with the developmental system in the organization. Is a people builder.Priority SettingSpends his/her time and the time of others on what's important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks. Creates focus.Champion the MissionManagerial CourageDoesn't hold back anything that needs to be said. Provides current, direct, complete, and "actionable" positive and corrective feedback to others. Lets people know where they stand. Faces up to people problems on any person or situation (not including direct reports) quickly and directly. Is not afraid to take negative action when necessary.Motivating OthersCreates a climate in which people want to do their best. Can motivate many kinds of direct reports and team or project members. Can assess each person's hot button and use it to get the best out of him/her. Pushes tasks and decisions down. Empowers others. Invites input from each person and shares ownership and visibility. Makes each individual feel his/her work is important. Is someone people like working for and with.Manging Vision and PurposeCommunicates a compelling and inspired vision or sense of core purpose. Talks beyond today. Talks about possibilities. Is optimistic. Creates mileposts and symbols to rally support behind the vision. Makes the vision sharable by everyone. Can inspire and motivate entire units or organization.

OMCORE VALUESCORE COMPETENCYOMBe a HostOrganizational AgilityKnowledgable about how various organizations work. Knows how to get things done through both formal channels and informal networks. Undertands the orign and reasoning behind key policies, practices and procedures. Understands the culters of organizations.Customer FocusDedicated to meeting the needs and expectations of external and internal customers. Seeks out first-hand customer information and uses it for improvements in products, services and internal processes.Be a Cereal EntrepreneurBusiness AcumenKnows how businesses work. Knowledgable in current and possible future policies, trends, technology, and information affecting the business and organization. Knows the competition. Is aware of how strategies and tactics work in the marketplace.Innovation ManagementIs good bringing the creative ideas of other to market. Has good judgement about which creative ideas and suggestions will work. Has a sense about managing the creative process of others. Can facilitate effective brainstorming. Can project how potential ideas may play out in the marketplace.Every Frame MattersPerspective Looks toward the broadest possible view of an issue / challenge. Has broad-ranging personal and business interests and pursuits. Can easily pose future scenarios. Can think globally. Can discuss multiple aspects and impacts of issues and project them into the future.Managing and Measuring WorkClearly assigns responsibility for tasks and decisions. Sets clear objectives and measures. Monitors process, progress, and results. Designs feedback loop into work.Embrace the AdventureComposureIs cool under pressure. Does not become defensive or irritated when times are tough. Is considerd mature. Can be counted on to hold things together during tough times. Can handle stress. Is not knocked off balance by the unexpected. Doesn't show frustration when resisted or blocked. Is a settling influence in a crisis.Dealing with AmbiguityCan effectively cope with change. Can shift gears comfortably. Can decide and act without having the total picture. Isn't upset when things are up in the air. Doesn't have to finsh things before moving on. Can comfortably handle risk and uncertainty.SimplifyDelegationClearly and comfortably delegates routine and imprtant tasks and decisions. Broadly shares both responsibility and accountability. Tends to trust people to perform. Let's direct reports and others finish their own work. Process ManagementGood at figuring out the processes necessary to get things done. Knows how to organize people and activity. Understands how to separate and combine tasks into efficient workflow. Knows what to measure and how to measure it. Can see opportunities for synergy and integration where others can't. Get's more out of fewer resources.Champion the MissionManaging Vision and PurposeCommunicates a compelling and inspired vision or sense of core purpose. Talks beyond today. Talks about possibilities. Is optimistic. Creates milestones and symbols to rally support behind the vision. Can motivate organizations.Developing Direct Reports and OthersProvides challenging and stretching tasks and assignments. Holds frequent development discussions. Is aware of each person's career goals. Constructs compelling development plans and execute them. Pushes people to accept developmental moves. Will take on those who need help and further development. Is a people builder.Building Effective TeamsBlends people into team when needed. Creates strong morale and spirit. Shares wins and successes. Fosters open dialogue. Defines success in terms of the whole team. Creates a feelnig of belonging in the team.
: Spelling error here on "feeling"-Joni Whitworth