Manager, Premium Support

🕒 Julho 18

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Airbnb

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2007

✈️ Turismo

📦 Logística

🛍️ Comércio Eletrônico

💰 Post-IPO Equity em 2020-12

Travel • Logistics • eCommerce

O Airbnb é um marketplace online global que conecta pessoas em busca de hospedagem a anfitriões que oferecem opções de estadia únicas e diversas, muitas vezes em propriedades residenciais. Os usuários podem reservar espaços que vão de apartamentos de um quarto a casas inteiras e hotéis boutique. O Airbnb também oferece Experiências, permitindo que hóspedes reservem atividades oferecidas por moradores locais, proporcionando uma experiência de viagem autêntica.

Descrição

• Provide exceptional Customer Service management to the Airbnb community • Oversee teams of approximately 10-15 ambassadors • Manage the team execution of complex, sensitive, and/or urgent issues • Meet with direct reports regularly to provide high quality coaching • Provide best practices guidelines to the team on how to handle cases • Ensure that the team is consistently staffed appropriately • Collaborate with Capacity Planning & WFP on setting minimum headcount • Ensure individual team members are held accountable to performance goals • Manage both ambassador and team performance • Own and manage end-to-end people strategy and operations

🎯 Requisitos

• 8+ years of progressive experience in a customer service or an operations role • 5 years in a role directly managing staff & the employee lifecycle • Demonstrable experience in driving improved performance of teams as a line manager • Experience in the deployment of resources to manage real-time crisis situations • Experience in data analysis and reporting to identify performance trends • Ability to work weekend days, holidays, and on-call required • Strong communicator, with fluency in both written and spoken English.

🏖️ Benefícios

• Health insurance • Employee Travel Credits • Flexible work arrangements