Provide friendly and efficient service to the worldwide process community. Respond professionally and with empathy to any interaction with the community including urgent situations. Mediate between hosts & guests for reservation concerns - such as that of alterations, cancellations, resolution center requests - and be able to decide on the best possible outcome for all parties involved Demonstrate ownership of user issues/concerns until resolution or escalation Process responsible losses to provide the best resolution/support to the user while compiling to standard workflows Anticipate needs and offer creative solutions by adding extra love, delight, or kindness when you can to the users Investigate, identify and escalate issues appropriately, by prioritizing urgent and sensitive matters Compose empathetic and customized messages when in contact with the users. Research information and troubleshoot problems using available resources. Recognize product and process issues that impact our community and submit reports and feedback