Minami Matsumoto

Leading the APAC Escalations team and collaborating with other regional supervisors to support the Global Escalations team

Handled complex, high-stakes issues that have been escalated by other customer support teams or directly to executive leadership. Conducted deep investigations to find root causes, develop solutions, and manage communication with users to rebuild trust and recover perception of the brand.

Supported community members under the Host Guarantee program and Host Liability Insurance program when damages or injuries are reported following an Airbnb Homes stay.