Cork, County Cork, Ireland
💡 Trilingual Regulatory and Quality Professional (German, English, Portuguese) with 3+ years of experience in complex case management, regulatory compliance, and customer escalation support. Highly adaptable, quick-learning and skilled in conflict resolution, complaint management, and cross-functional collaboration with legal, compliance, and policy teams. Completed a BSc in Prozess Digitalization, focused on applying digital tools to improve quality and compliance workflows in highly regulated environments. Currently employed at Airbnb as a Regulatory Response Specialist, supporting the global community by managing complex, high-impact regulatory and escalation cases across the German-speaking market. I am living in Cork City (Ireland).
Support Airbnb’s global community by managing complex, high-impact regulatory and escalation cases across the German-speaking market. Act as a key liaison between hosts, guests, internal teams, and external stakeholders to ensure issues are resolved fairly, empathetically, and in line with local and international regulations. -Manage end-to-end regulatory and customer escalation cases, including non-discrimination, data privacy, ownership and landlord disputes, and legality of home-sharing -Collaborate closely with Legal, Public Policy, Trust & Safety, and Communications teams to assess risk, escalate appropriately, and protect Airbnb’s brand integrity -Communicate with hosts and guests through multiple channels (messaging, phone, live chat) while maintaining a calm, empathetic, and solutions-focused approach -Apply detailed knowledge of workflows and policies to ensure accurate, compliant, and timely resolutions -Summarize complex cases clearly for leadership and contribute insights to improve processes and operational efficiency -Adapt quickly to evolving regulations, business needs, and responsibilities in a fast-paced, global environment
- Support the accuracy of AI/ML (Artificial Intelligence and Machine Learning) models through detailed annotation, classification, and evaluation of sensitive content. - Ensure compliance with data privacy, content policies, and regulatory standards in line with GDPR and Apple’s internal guidelines. - Collaborate with global teams to identify case sensitivities and escalate policy-related findings. - Balance efficiency with accuracy while handling large case volumes under strict deadlines.