Gestionnaire, Soutien Premium
Core
Lead operational support for Airbnb's internal customer service teams, managing escalations and coaching staff to ensure high-quality service for the global community.
Role type
Senior Customer Service Operations Manager
Builds
High-quality customer support operations and team performance
Domain
Travel & Hospitality / Customer Support Operations
Deliverable
Dashboards & analysis
Required skills
Team leadership, crisis management, data analysis, performance management, strategic execution, stakeholder communication
Preferred skills
Experience in scaling support teams, process optimization, talent development
Technologies
N/A
Responsibilities
Supervise teams of 10-15 ambassadors and manage complex escalations; Coach staff on performance and best practices; Collaborate with capacity planning to ensure adequate staffing; Drive team performance through goal setting and feedback; Oversee full employee lifecycle management including hiring and development; Translate company strategy into actionable team goals; Monitor service trends and report to leadership.
Seniority
Senior, hands-on IC with team management
