@Kath9
The overarching problem is not that CX staff are clueless - it's that Airbnb routinely neglects to train, pay or treat them properly. And no, it's not a job that many people would want to do - nobody likes to be overworked and underpaid - but particularly in the offshore call-centre locations, locals very rarely have the luxury of choice.
This is a top-down issue. As clearly evidenced by the chaos and confusion raging all over the Internet, neither hosts nor guests can figure out what the hell is going on with Airbnb's ever-changing policies and practices at the best of times (and we have skin in the game and often years of experience), so how can we expect kids on the frontline who are 5 minutes in the rapidly-revolving door, and given woefully inadequate training before being thrown to the wolves, to have any sort of grasp on issues and technicalities most of us are completely clueless about ourselves.
These kids are just pawns in the game, under horrendous pressure and taking horrible, vicious abuse from incensed callers, all day every day, as a direct result of Airbnb’s systemic and operational failures - not theirs. Its the organ grinders our scorn and contempt needs to be directed at, not the unfortunate poor souls on the frontlines.