From Belonging to Burnout, Five Years at Airbnb

Re:From Belonging to Burnout, Five Years at Airbnb by p1necone on Wednesday April 06, 2022 @12:15AM (#30928395)

> There is no "ladder" to being a customer service agent. Experience doesn't scale your value to the company.

What? It absolutely does. As a dev the more senior customer support people are often the first people I think of when trying to solve complex business logic related issues in legacy code. Also, customer support are sitting between clients and dev, and the more problems they can solve without passing along the chain the more time you save. There's a tonne of value in experience in that role.

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Re:From Belonging to Burnout, Five Years at Airbnb by ceeplusplus on Wednesday April 06, 2022 @12:45AM (#30928578)

I think you're referring to a B2B customer support role (e.g. a CSM), which is very different from what customer service at Airbnb is. There's no clients at Airbnb with bespoke issues. It's more like customer service at a hotel.

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