The Community You Will Join

The Channel Communications team at Airbnb is responsible for driving positive conversation and buzz about Airbnb via social media, influencers and more, as well as maintaining and protecting our brand reputation across social media channels. The team is expanding its India presence, combining always-on reputation protection with channel growth, listening and insights for one of Airbnb's fastest-growing markets.

The Difference You Will Make

The Social Rapid Response team is looking for a Senior Social Media Associate who will be responsible for protecting and defending the Airbnb story on social media. This role pairs core Social Rapid Response coverage with support for Airbnb's India social presence, partnering closely with the India social lead on listening, insights, publishing and campaign engagement.

The ideal candidate is a social native with experience in social listening and responding rapidly to escalating issues and crises. We’re looking for someone who is detailed and solution-oriented, is comfortable moving at a fast pace and working with little manager supervision, has strong communication and interpersonal skills.

A Typical Day

• Monitor emergent issues across social media channels
• Proactively highlight and/or provide status updates on issues surfacing online to Lead(s)
• Own day-to-day social listening for the India market, including competitive and cultural conversation tracking
• Turn listening into insight; synthesize themes into regular recaps and ad hoc deep dives for comms, marketing and regional stakeholders
• Provide publishing support for @airbnbindia, including scheduling, copy QA and channel hygiene
• Support community engagement on @airbnbindia campaign moments - comment response, sentiment tracking and surfacing engagement-worthy UGC
• Support Surprise & Delight workstreams as they surface on social
• Ability to work cross functionally on communications initiatives involving Community Support and Trust operations, Policy, Regulatory, Corporate and Crisis Management
• Draft copy and publish content across different channels
• Key POC for publishing, engaging, accepting brand collabs and taking down posts as and when needed across brand social channels during APAC hours, in collaboration with marketing and comms social teams
• Assist with developing playbooks and guidance on best practice
• Assist with measuring campaign/project effectiveness
• Support local APAC teams with reputational flagging and management
• Support the team with the management of sensitive, high risk reactive & proactive communications on Airbnb’s social media channels
• Appropriately support on urgent posts, ‘handoffs’ and various escalations
• Monitor queues and provide guidance to the team as needed
• Highlight gaps in workflows for continuous improvement
• Gather and analyze data for reporting, deep dives, performance insights and quality
• Support upskilling and onboarding of new teammates
• Support with writing response strategies
• Support driving initiatives and projects with regional/global impacts
• Support as a team representative during high-stakes and/or global events (ie. Olympics)
• Assist Lead when out of office, as needed

Your Expertise

• Min 4-9 years of experience working on social media related projects in a fast-paced environment
• Multi-channel issues and crisis management experience
• Working knowledge of the India social landscape and cultural conversation
• Hands-on experience publishing and engaging on Instagram, including Reels and Stories
• Experience translating social listening data into written insights for non-social stakeholders
• Experience working on cross functional projects with multiple stakeholders
• Strong organizational skills and attention to detail
• Strong verbal communications and interpersonal skills
• Strong social investigation skills
• Skilled in operational excellence and continuous improvement
• Experience with Sprinklr required, or other social media monitoring tools is a plus
• Experience using internal CRM tools to aid investigation, is a plus
• Language proficiency in English required, proficiency in Hindi and/or other Indian languages strongly preferred
• Bachelor’s Degree, or equivalent work experience
• Passion for Airbnb and the mission of the company
• Ability to work weekend days and public holidays required, as well as evening shifts when needed. Please note that this role requires you to work Sunday to Thursday OR Tuesday to Saturday for 9 hours per day (including a 1 hour break) anywhere between 7am to 8pm (in your local timezone). Your schedule can change to meet business needs and, where possible, we will take your availability into consideration.