Manager, Premium Support – French/English

🕒 July 17

🇮🇪 Ireland – Remote

💵 €70k - €90k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 23%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 operational environments and ensure high-quality customer support from assigned teams • Manage complex, sensitive, urgent, and high-severity escalations, including serving as the highest escalation point • Conduct regular one-on-ones, review work, provide behavior-based coaching, and create performance development plans • Establish case-handling best practices and ensure processes are documented and followed • Ensure appropriate staffing, onboarding, and ongoing training • Collaborate with Capacity Planning and WFP on headcount, coverage, contingency planning, and staffing needs • Drive ambassador, team, and service-level performance through goals, accountability, coaching, corrective actions, reviews, and improvement plans • Set and communicate quarterly vision and priorities through all-hands meetings • Report service performance trends and provide a holistic service view to the Delivery Director • Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, morale, time-off approvals, and Talent-related issues • Foster openness, transparency, accountability, diversity, belonging, allyship, ethics, and compliance • Lead teams through company and strategic changes • Support Delivery performance and operations improvement projects with cross-functional partners • Evaluate procedures, gather feedback, and optimize processes for teams, services, and the global community

🎯 Requirements

• 8+ years of progressive experience in customer service or operations • 5 years of experience directly managing staff and the employee lifecycle • Demonstrable experience improving team performance as a line manager • Experience deploying resources in real-time crisis situations • Experience managing high-severity and high-sensitivity cases, including decision-making authority for losses • Experience with data analysis, reporting, performance trends, and performance management standards • Experience translating strategic goals into concrete team actions and operational or functional targets • Ability to work weekend days, holidays, and on-call shifts • Exceptional leadership and team management skills • Strong written and spoken English and French communication skills • Strong organizational, resourcefulness, multitasking, attention-to-detail, and follow-through abilities • In-depth understanding of customer service operations and processes • Strategic thinking and problem-solving abilities • Ability to lead teams through change • Exceptional coaching skills and high emotional intelligence • Cultural competency and commitment to diversity and inclusion • Proficiency with data analysis and reporting tools including Tableau, SQL, Excel, and Google Sheets • Fluency in English and French

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Remote work arrangement