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Article 1 min read

What Airbnb customer service learned while rapidly scaling their support

Last updated September 21, 2021

With Jessica Semaan

Customer service can be a lot like a romantic relationship—you have to nurture the relationship and make sure that your partner feels heard, valued, and loved. It’s literally a labor of love—and so is growing your support organization.

Join us for this 45-minute on-demand webinar where Jessica Semaan shares five lessons that Airbnb customer service learned while scaling their support organization from several agents to more than 200 in a single year.

Jessica’s passion for service excellence lead her to join Airbnb support to tackle its scaling challenge. In her free time, Jessica co-founded 11Empowered, a giving circle that invests in and supports women empowerment-focused NGOs. She is also an avid salsa dancer and writer.

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