Host Success/Onboarding Specialist, Experiences, 37266714

The Community You Will join: Every day, our hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Since our founding, more than 5 million hosts have welcomed over 1.5 billion guest arrivals in almost every country across the globe. Our Experiences are completely reimagined experiences — hosted by local people, brands, businesses and content creators who know their city best. Every activity offers guests an authentic way to connect with the place they’re in and to meet people with shared interests. The Acquisition Team, within the Experiences Supply organization is a multidisciplinary team that focuses on finding, pitching, onboarding and retaining the most exciting activities happening in your city today. We also work with the most exciting people, businesses and brands to introduce new experiences to the world. We acquire leads through the sales / partnership funnel to grow our Experiences business and provide them with bespoke support to ensure that they are informed, optimized and happy with their experience as a host. Together, we create exceptional hosted experiences that foster human connection, combatting the loneliness epidemic by bringing people together in the real world. The Difference You Will Make The ‘Experiences Host Technical Support, AMER’, drives and is accountable for host satisfaction through both our acquisition and onboarding funnels. You will surface technical issues (bugs, known software issues. etc) proactively to the Americas acquisition teams and support technical issues as they arise directly from hosts and acquisition reps. You will also work closely with cross functional stakeholders like our scaled operations teams to implement small scale changes to the acquisition and onboarding funnels that reduce friction and optimize for speed & host satisfaction. This scrappy, organized, goal-oriented and collaborative individual will track, thoughtfully communicate and resolve tickets that ensure a smooth glidepath for host onboarding & retention across our Americas priority cities. Example Deliverables

• Become an expert – Familiarize yourself with the acquisition & post-publish funnel steps, challenges and best practices. Understand what good looks like to be able to catch errors proactively and/or know how to “traffic cop” problems as they arise.
• Write the playbook - Develop templates & source of truth documents to streamline your work and to ensure that the team has the most up to date “solves” for consistent issues, friction points and hurdles.
• Communication & Collaboration – Function as a mediator and as a “solution detective”, sitting between cross-functional leads, technical leads and Acquisition reps to solve any & all host issues. Required ability to communicate complex technical issues to stakeholders who may lack technical knowledge; the idea candidate will “translate” tech speak to easy-to-understand summaries & instructions. Communicate with hosts quickly and with empathy + humanity.
• Tracking & Reporting – Ensure 100% accurate data hygiene across all tracking systems and leadership updates. Report out on both positive & negative host needs / trends, with a solution-oriented & growth mindset. Ensure that quarterly objectives and key performance metrics are hit.
• Quality Management – Stay up-to-date on best-practices & acquisition team trainings. Ensure that your communications to hosts, to cross-functional team members, your templates & documents are current and accurate.
• Optimization & Retention – Help orient hosts through the acquisition & onboarding process, ensuring that they understand key steps, how to circumvent challenges and what the best practices are.

Your Expertise

• 2+ years in either content, acquisition, customer support or partnerships operations; working as the go-between across business & tech functions.
• Bachelor's degree or equivalent experience in related fields.
• Experience navigating a technically complex platform
• Ability to translate tech speak into easy to understand summaries & instructions
• Accountability for results – with a proven ability to deliver against KPIs & business targets
• Demonstrated ability to thrive in ambiguity, pivot quickly, and be motivated by changing circumstances, consistently acting as a self-starter.
• Solution-oriented mindset, innovative problem-solving and a proactive approach to addressing challenges.

Pay Rate Range

• $50-57.14/hr.

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