First I filled out a simple online application. Just answered some questions and attached a resume.
I was then sent an e-mail that they wanted me to do an online video application. This was seven questions; some video responses (which you can re-record, no time limit), some customer service hypotheticals, and a riddle (which I searched the answer to on Google).
I submitted my application, waited two weeks and received an e-mail that they wanted me to go to a "Hiring Meetup" in Portland. This e-mail was super informative and had an FAQ section, including how much the job would pay, hours, culture, etc. This way you could decide if you wanted to move forward with the interview process.
The hiring meetup was very interesting and not at all intimidating. It was about 20 other people, at a small nice events venue in Portland. This was also super casual. Most interviewees dressed one step below business casual, but the employees were literally in hoodies and t-shirts (super awesome). It lasted three hours and had a few different components:
1. Group introduction. Name, where you're from, and an experience you've had with Airbnb.
2. Small groups. About six people, two employee interviewers. Customer service role playing and then a group survival tactic exercise. You should definitely know their policies or at least pretend you do. Think of this as more of an acting class than a test on Airbnb.
3. Back in large group. Present survival strategy. This part seemed to not be terribly relevant. They didn't even watch us that closely while we were working out our survival plan.
4. Short individual interview. Met one-on-one with an Airbnb employee for less than 10 minutes. I was asked some things about myself, as well as the usual "What's the best customer service experience you've ever given or had?" Also given opportunity to ask questions about Airbnb. The guy was very chill and it wasn't too intimidating.
5. Fill out your future availability on a computer and you're free to leave!
I was liked well enough to be scheduled for a final Skype interview. It took about 3 weeks to get this news. I was applying from out of state, so this was awesome that the default was a Skype interview. The woman to interviewed me was in Ireland and not in the CX department. You could say this was a "Culture Fit" interview. It lasted 20 minutes and had some oddly psychological questions, like "What's your best mistake?" "What are you passionate about?" "When was a time that everyone went left and you went right?"
Definitely prepare for this interview by doing some introspection and learning what makes you interesting. At this point, you're done with looking at site policies. Just be awesome, I guess.
It took another couple weeks to hear the verdict. Unfortunately mine was a "no," but they gave me $75 in site credit for my time spent.
