Supervisor, Bilingual Premium Support (French/English)

🔥 1 hour ago

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

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

• Oversee a strong operational environment for your teams and ensure high-quality support to the community through your team • Manage the team’s handling of complex, sensitive, or urgent issues that could pose significant risk to our brand or community, acting as the ultimate escalation point for case consultations and high-level escalations from other stakeholders • Meet regularly with direct reports to review work and provide behavior-focused coaching; be able to create a strategy or performance development plan for your team or service • Provide your team with best-practice guidance on case and situation management, and ensure working methods are documented and followed • Ensure the team is adequately staffed at all times and that staff complete onboarding and ongoing training • Drive performance at the ambassador, team, and service levels • Ensure each team member is held accountable for achieving performance goals fairly and equitably by setting clear expectations, conducting one-on-one follow-ups, and providing positive coaching to develop and improve skills on an individual basis • Manage ambassador and team performance by identifying performance trends, providing corrective actions and overall positive feedback, and writing year-end reviews and improvement plans • Provide recommendations for setting service objectives • Work with regional Talent teams to execute all performance improvement plans and terminations as needed • Build and cultivate an engaged, diverse team • Own and manage end-to-end people strategy and operations within your ambassador team to foster a high-performing, sustainable team environment. This includes hiring, onboarding, talent development and engagement, wellbeing, and team morale • Promote the professional success of the team and each individual by supporting and encouraging your team to meet and exceed expectations through clear goals, feedback, one-on-ones, and coaching • Support professional development within the team by finding and creating development opportunities and leveraging company-wide resources to regularly grow your team • Handle routine management tasks such as approving time off, running team and one-on-one meetings, and managing Talent-related issues • Maintain a culture of openness, transparency, and accountability that enables our teams to do their best work while staying authentic • Demonstrate strong leadership on key issues such as diversity and belonging, allyship, ethics, compliance, and upholding high service standards to the company • Support strategic initiatives within Service Delivery and your own service as needed • Guide the team through successful execution of company strategic changes or objectives and other initiatives within your service by relaying updates and changes, communicating new requirements, and providing feedback • Support, as needed, internal Service Delivery performance and operations improvement projects in collaboration with the Delivery Excellence team and cross-functional partners • Apply critical thinking and continually evaluate our procedures. Gather feedback from the team to identify opportunities to improve performance and better optimize processes for the team, the service, and the global community

🎯 Requirements

• 6+ years of progressive experience in a customer service or operations role, including 3 years in a people-management role responsible for direct reports and employee lifecycle • Fluency in English and French, both written and spoken, required • Proven experience improving team performance as a direct manager • Experience deploying resources to manage real-time crisis situations, including handling high-severity or sensitive cases and decision-making authority related to losses • Experience with data analysis and reporting to identify performance trends, as well as in developing and implementing performance management standards • Ability to work weekends, holidays, and be available on-call as needed

🏖️ Benefits

• Bonus, equity, benefits, and Employee Travel Credits.