Well, @Gordon0 I actually think that the Directly Airbnb Experts are likely better than Airbnb CS employees since they in fact face many of the issues faced by hosts and, for that matter, guests. Since I am a host it was especially helpful to be able to refer to my listing (on my phone, iPad or laptop) to see if I could replicate an issue a host was experiencing.
The Experts do have access to reservation information, but not personal information such as payment methods, payout methods, phone numbers, email addresses, etc. Only Airbnb employees can access those. If a support request involves any of these, the request is routed directly to the team of Airbnb support employees. That said, you'd be surprised at how many support requests can be resolved without sensitive personal information. Most are "How do I?", "What do I do if..?" type questions.
These Experts are rated by a variety of measurements, especially customer satisfaction ratings. Experts who don't measure up to Airbnb's standards are removed.
To answer your question about where the Experts sit in the Airbnb organization, I guess you could say that they are similar to sub-contractors since they work for Directly which provides support to Airbnb. You can learn more about it here: https://www.directly.com
Many of the Experts have been recruited from this Community Center.
The Experts work remotely, not in an Airbnb office. In fact they can work from anywhere as long as they have a device to access their dashboard where requests are displayed. I worked at home using my laptop. One can work as much or as little as they want and are compensated accordingly.
My experience was very rewarding and I learned a lot about Airbnb.
Hope this helps answer your questions!
