Regulatory Operations Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeCompliance Full time €50,000 - €70,000
Regulatory Compliance Expert

We're seeking a highly skilled and experienced professional to join our Regulatory Response team. As a key member of the team, you will play a vital role in ensuring our regulatory compliance is maintained.

This full-time, remote role can be based anywhere in Ireland and involves being the bridge between guests, hosts, and internal teams to solve complex, high-impact cases in a fast-paced environment.

The Regulatory Response team works closely with regional and global legal, public policy, and public relations teams to intake and action contact from government and consumer regulatory bodies, uphold and support work of legitimisation agreements, and additional ad-hoc work that protects the brand's compliance and legal standing with external stakeholders.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.

Key Responsibilities
  • Complex Case Management
    • Interact with customers and community members through all current and future channels, both inside and outside of Airbnb tools
    • End-to-end management of complex cases with the objective to resolve customers' issues based on workflows & management guidelines
    • Develop a deep understanding of complex workflows and follow them
    • Understand how to summarise user issues and escalate to leadership as needed
  • Combining Efficiency with Quality
    • Manage multiple user cases at the same time while remaining efficient, professional and organized
    • Recognise case type/severity and work cases correctly according to your service's scope, escalating accurately to other teams when appropriate
    • Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
  • Participating in Service Improvement
    • Demonstrate and share best practices with teammates to drive success at the global service level
    • Participate in roundtable discussions for upcoming changes and launches

Our ideal candidate will have 2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact centre environment making calls and handling customer/client contacts. They will also have interest or prior experience in legal/policy/consumer bodies/regulatory issues.

We are committed to working with the broadest talent pool possible and believe diverse ideas foster innovation and engagement. All qualified individuals are encouraged to apply.

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