Manager, Premium Support
Core
Operational leadership role managing a team of 10-15 Customer Service ambassadors to deliver high-quality support and handle complex escalations for the Airbnb community.
Role type
Senior IC Customer Service Manager
Builds
Internal CS services supporting hosts and guests
Domain
Travel & Hospitality / Customer Operations
Deliverable
Dashboards & analysis | Client delivery
Required skills
Team management, performance coaching, crisis management, data analysis, strategic planning, process optimization, conflict resolution, talent development
Preferred skills
Diversity & inclusion leadership, change management, stakeholder collaboration
Technologies
Tableau, SQL, Excel, Google Sheets
Responsibilities
Oversee team execution of complex and urgent issues; provide behavior-based coaching and performance development plans; ensure adequate staffing and training; drive performance at individual and team levels; manage end-to-end people strategy including hiring and retention; optimize processes based on data trends; lead strategic initiatives and change management.
Seniority
Manager, operational leadership