Notes

Day-01
Airbnb/Founders- Brian Chesky , Nathan Blecharczyk , Joe Gebbia

Elevator Pitch
Airbnb is a place/platform where people can rent out their property the idea is not just to make the money out of it as well as meeting with different people from countries and to know about their culture and of course you can make money out of it as a side/extra income and Airbnb is not like other travel or hotel booking site it really different from them not just a website in terms of services , concept is really different as you as traveler you can book whole house , igloos caves , tree house and other different types of properties. Airbnb is not just a website or a tool to book a place for you or for your family it’s also about creating a bond/connection with new people



Meet the Teams


Community Education: A team of experts when it comes to general inquiries around how Airbnb works and our policies

Cancellations Lite: A team that handles a significant portion of our cancellations volumes, with a few exceptions.

Resolutions 1: The team helps guests and hosts in need when our community experiences an unexpected situation during a reservation.

Resolutions 2: This team of experts in mediation are looking after conflicts between guests and hosts during reservations.

Claims: This is a go-to team for any physical damages to property or theft occurring during a reservation. Claims is divided into two categories
Host Damage protection: Host damage protection, part of AirCover for Hosts, provides Hosts with $3 million in coverage in the rare event your place or belongings are fdamaged by a guest during an Airbnb stay.
Host Liability Insurance: Host liability insurance, a part of AirCover for Hosts, provides Hosts with $1 million in coverage in the rare event you are found legally responsible for a guest getting hurt or their belongings being damaged or stolen while they’re staying at your place. People who help you host, such as co-Hosts and cleaners, are also included so that you can feel confident hosting on Airbnb.

Safety: This team will be there for our community when their personal safety is at risk.
This comprises of cases ranging from Suicide or self harm, Privacy Violation, Violent Threats, Dangerous Aminals, Physical or Sexual Assault, Domestic Violence etc.
Payments: This team works closely with payment processors, and investigate cases where payments or payouts processed by Airbnb are missing.
The CS payments team is an escalation channel.
Handling all the concerns when the money is stuck in the form of payments or payouts.

Regulatory Response: This team consists of non-legal specialists who address any type of legality concerns from our community.

Experiences: This team looks exclusively after Experiences hosts and guests.

Collections: This team handles special cases where a guest or host may owe us money, and they will make sure we get it back.

Escalations:

1) This team is focused on two areas: Resolving service failures raised to the executive team
2) Resolving critical and sensitive service failures NOT raised by the Executive team.

Social Media: This front-line defense team is for any type of questions on our social media accounts.

Appeals: This team is focused on resolving issues for users who are disputing punitive enforcement actions resulting in platform suspensions and desire to be reinstated back onto the Airbnb platform.

Compliance: This team handles contacts made by users involved in narcotraffic or terrorism, and also deals with user contacts from sanctioned countries.

CS Labs: CS Labs is a multi-faceted Community Support team supporting our company goals by testing roadmap initiatives with Support Ambassadors.

Love Team: This team specializes in top level Magical support, running VIP services (White glove team) and Airbnb’s gifting program. This team is not a front-line team.

Airbnb.org: This team supports Airbnb’s non-profit organization and works with Hosts who open their home during times of crisis and guests, coming from our nonprofit partners, who need urgent accommodations.

Photography: This team handles questions in relation to specific professional photography situations or photographer inquiries.

Plus: This premium support team that handles Plus hosts and reservations and specific Airbnb for Work issues.

Trust:

» ACI (Account and Content Integrity): This team prevents account takeovers and removes brand risk content

» PF (Payment Fraud): This team keeps the online payment ecosystem safe, fraud-free & optimized to enable anyone, anywhere to pay and be paid with confidence.

» UKO (User Knowledge Operations): This team promotes safety and grows good in our community by determining the identity and eligibility of users, preventing incidents, and identifying and accumulating signals to inform future policies and tooling.

» ID Ops (Identity Operations): This team ensures community safety by knowing who our users are, and assessing their risks through internal and external data and tools.

» RSE (Regulatory Standards Enforcement): This team ensures all accounts adhere to regulatory and standards policies using proactive education and enforcement of Homes.

» LS Ops (Law Enforcement): This team serves and protects Airbnb, our Airbnb community, and the wider community - in accordance with applicable laws - through response and collaboration with law enforcement and timely and detailed investigation.