About the job
Founded in 2007, Airbnb has transformed the hospitality industry by connecting travelers with unique stays and experiences across the globe. With over 5 million hosts and 2 billion guest arrivals, we enable authentic connections within communities worldwide.
Join Our Dynamic Team:
- The Collections Specialist will engage directly with guests and hosts, addressing payment issues, disputes, and settlements while performing data analysis and reporting platform improvements.
- Collaborating within a team of 12 and across various departments, this role ensures swift resolution of payment concerns, partnering with Product, Business Intelligence, Customer Support, and Trust and Safety to foster sustainable outcomes aligned with our community's needs.
Your Impact:
- As a problem-solver, you will tackle intricate payment issues and guest disputes, preserving Airbnb's community relationships while optimizing cash flow and minimizing losses.
- Identifying gaps in platform functionality and product issues will contribute to enhancing user experience and reducing bad debt expenses.
A Day in Your Role:
- Implement collection processes by investigating cases and ensuring timely follow-ups to resolve payment disputes.
- Utilize negotiation and relationship management skills to influence internal and cross-functional teams for favorable outcomes.
- Make informed decisions to mitigate business losses while upholding community integrity.
- Proactively identify and suggest solutions to trends, issues, and product changes affecting collections.
- Focus on delivering quality customer service while adhering to fair collection practices.
- Assist users with payment-related inquiries.
- Efficiently manage high-volume tasks and multitask as needed.

