Supervisor, Premium Support (French/English)

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.

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Supervisor. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team.

The Supervisor supports one or more internal CS services. The Supervisor is an operational leadership role that requires substantial experience in customer service and team management. Supervisors oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team

• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders

• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).

• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.

• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.

• Drive performance at the ambassador, team, and service level

• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way

• Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans

• Share input and recommendations about service target setting.

• Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required.

• Build and nurture an engaged and diverse team

• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale

• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching

• Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive