Airbnb CX Hub Offices – Portland

  • Client Airbnb,
  • size 17,000 sqft
  • Year 2014
  • Location Portland, Oregon, United States,
  • Industry Hospitality, Technology,
  • Bora Architects and the Airbnb Environments team have designed the new customer service call center of online marketplace and homestay network Airbnb, located in Portland, Oregon.

    Designed in collaboration with the Airbnb Environments team, the Airbnb CX Hub redefines a traditional custumer service call-center. Agents are not assigned a specific space but are presented with options for working at a table, lounging or standing, and in active or focused settings. Space was maximized by combining personal storage into standing height stations, giving agents a place to “land” and stash personal belongings. Power and data at all locations provide ultimate flexibility, and agents can hear their own voice in the headsets they wear when taking calls, making them conscience of their volume.

    The interior is divided North and South by an existing thick brick wall, a feature that served as a natural way to create two distinct environments – active and focused. The active side provides an even, ambient light level, further brightened by the use of soft colors and light wood, encouraging collaboration. The focused side is more subdued, featuring pockets of focused light over work areas with a dark and rich palette to impart a quieter atmosphere and support “heads down” work. Existing wood floors were patched, reflecting the buildings historic texture. The result is a flexible innovative work environment that feels welcoming and distinctly expressive both of Airbnb and of Portland.

    DesignBora Architects, Airbnb Environments Team
    Photography: Jeremy Bittermann