Role overview

Pay Range: $41.20hr - $46.20hr

Job Overview:

The Market Coordinator plays a pivotal role in supporting the organization's Field 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. The successful candidate supports the Market Management Field Teams by sharing ideas and recommendations and by building strong relationships with colleagues both inside and outside of the team.

Key Responsibilities:

Serve as an additional Host-facing support for the Market Management Team.
Master and maintain knowledge of company policies and procedures inside and out, acting as 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 escalation tickets 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 the assigned region to drive an increase in the percentage of 5-star bookings.
Support in-market events for the designated territory, when required.
Demonstrate effective communication in the context of stakeholder management.
Maintain a proven track record of meeting or exceeding SLA response times.

Required Skills and Qualifications:

4+ years of experience as a Customer Support Representative or in Account Management.
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 to support peers, Leads, and Market Managers.
Proficiency in tools such as Salesforce, G-Suite, and Jira (preferred).
Strong verbal and written communication skills in XX and French are preferred.

Skills: Preferred Attributes:

Previous experience in hospitality, customer service, or a related field.
Strong attention to detail and organizational skills.

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 the organization's mission of creating an efficient, supportive, and proactive hosting environment.