▷ [High Salary] Specialist, Regulatory Response (French-Speaking)

Specialist, Regulatory Response (French-Speaking) Airbnb is seeking a fluent French speaker with excellent written and verbal communication skills and 2+ years of customer service or escalation experience to join the Regulatory Response team. This full-time, remote role can be based anywhere in Ireland and serves as the bridge between guests, hosts, and internal teams to solve complex, high-impact cases in a fast-paced environment. You’ll stay calm under pressure while delivering empathetic, solutions-focused support.
The Difference You Will Make
The Regulatory Response team works with regional and global legal, public policy, and public relations teams to intake and action contact from government and consumer regulatory bodies, support legitimisation agreements, and perform ad-hoc work that protects the brand’s compliance and legal standing with external stakeholders. The team enforces Airbnb’s Non-Discrimination Policy and our Data Privacy work, and handles Ownership/Landlord disputes and other issues related to the legality of home sharing in various markets.
As part of this role, you may be asked to move to different teams within Community Support or take on different responsibilities as business needs evolve. The ideal candidate is flexible and open to a role that will develop over time.
A Typical Day The responsibilities listed are not exhaustive. Given the fast-moving nature of this work, responsibilities may change and additional duties may be assigned as needed.
Complex case management: Handle complex cases with the highest level of service.
Interact with Airbnb customers and community members through current and future channels (live chat, social platforms, messaging, and phone).
End-to-end management of complex cases to resolve issues based on workflows and management guidelines.
Develop a deep understanding of workflows and follow them.
Summarise user issues and escalate to leadership as needed.
Combining efficiency with quality: Manage multiple user cases simultaneously while remaining efficient, professional and organized.
Recognise case type/severity and work cases according to service scope, escalating to other teams when appropriate.
Resolve customer issues promptly and provide fast support to operations.
Adapt to schedule changes based on business needs.
Participating in service improvement: Be a team player and support operational success as directed by management.
Share best practices with teammates to drive global service success.
Participate in roundtable discussions for upcoming changes and launches.
Your Expertise Your background & experience
2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role in a contact centre environment handling calls and customer contacts.
Hospitality experience is a plus, especially for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
Interest or prior experience in legal, policy, consumer bodies, or regulatory issues.
Ability to work weekend days and public holidays, as well as early morning/evening shifts. Currently seeking Sunday-Thursday coverage.
Your skills & expertise
Good interpersonal and communication skills, including conflict resolution.
Ability to organise work, multitask, prioritise, and work within prescribed schedules including breaks and training time.
Adapt to new tasks and responsibilities as needed.
Proactive attitude toward new challenges and changing priorities.
Willingness to move to a new team or evolve roles as needed.
Basic computer literacy, including Apple/Mac OS and Google Suite.
Language proficiency in French and English; other languages are a plus.
Our Commitment To Inclusion & Belonging Airbnb is committed to including a broad talent pool. We believe diverse ideas foster innovation and engagement and help develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
Seniority level Entry level
Employment type Full-time
Job function Customer Service
Industries: Software Development
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