Market Coordinator Milano

Market Coordinator
Milano
Lombardia, Milano

HiRevo Office Milano is the Gi Group team specialized and dedicated to enhancing the experiences, skills and potential of candidates in the accounting, sales, marketing, HR, legal, purchasing and office management field.

For AIRBNB ITALY we are looking for a:

MARKET COORDINATOR 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. Acting as a critical liaison between Hosts and internal teams, the Market Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Market Management Field Teams for the DACH & CEE region by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.

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 inside and out, being 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 escalations tickets and 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 to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets

Support In-Market events for your territory, when required

Effective communication in the context of stakeholders management

Proven track record of meeting or exceeding SLA response times

Required Skills and Qualifications - 4+ years as a Customer Support Representative or Account Management

- Languages: Italian and fluent English

- 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 and assess challenges with a track record of solving complex issues

- Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.

- Strong analytical skills that will enable you to support your peers, Lead and Market Managers

- Previous experience in hospitality, customer service, or a related field and strong attention to detail and organizational skills are considered preferred requisitions.

Role Goals The ultimate aim of the Market Coordinator role is to streamline processes, enhance Host satisfaction, and allow Market Managers to dedicate more time to strategic revenue-focused initiatives.

This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to Airbnb's mission of creating an efficient, supportive, and proactive hosting environment.