Manager, Premium Support

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Employee Travel Credits • Flexible work arrangements