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Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Difference You Will Make
We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full-time position based in Ireland.
The Manager supports one or more internal CS services. The role requires substantial experience in customer service and team management, overseeing teams of approximately 10-15 ambassadors. The Manager should be capable of guiding and developing their team, demonstrating excellent customer service skills, and maintaining high organizational standards in a fast-paced environment.
A Typical Day
* Oversee operational environment and ensure high-quality support for the community.
* Manage complex, sensitive, and urgent issues, acting as the escalation point.
* Conduct regular meetings with direct reports, review work, and provide coaching.
* Develop and document best practices and ensure team adherence.
* Ensure proper staffing, onboarding, and ongoing training.
* Guide ambassadors on case handling and collaborate on capacity planning.
Performance Management
* Set and monitor performance goals, provide feedback, and conduct reviews.
* Manage team performance, identify trends, and implement improvement plans.
* Communicate vision and lead team meetings to align objectives.
Team Building and Leadership
* Manage end-to-end people strategy, including hiring, onboarding, and development.
* Support professional growth and foster a positive team culture.
* Handle day-to-day management duties and maintain transparency and accountability.
Strategic Initiatives
* Lead team efforts in executing company strategies and process improvements.
* Participate in internal projects to enhance performance and operations.
Your Expertise
* 8+ years in customer service or operations, with 5+ years managing staff.
* Experience in crisis management, data analysis, and performance reporting.
* Ability to translate strategy into actionable plans.
* Ability to work weekends, holidays, and on-call as required.
Your Skills and Competencies
* Strong leadership, communication, and organizational skills.
* Deep understanding of customer service operations.
* Strategic thinking, problem-solving, and coaching abilities.
* Proficiency in data tools like Tableau, SQL, Excel, Google Sheets.
Our Commitment to Inclusion & Belonging
Airbnb values diversity and encourages all qualified individuals to apply, fostering innovation and engagement through inclusive practices.
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