Manager, Premium Support (French/English)
Core
Provide exceptional Customer Service management to the Airbnb community by coaching, upleveling, and leading a team of ambassadors to deliver high standards of service in English and French.
Role type
Senior IC Customer Service Manager
Builds
Internal CS services supporting the Airbnb community
Domain
Travel/Tech + Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and management, Performance coaching and development, Crisis management and escalation handling, Data analysis and reporting, Strategic planning and execution, Operational process optimization
Preferred skills
Conflict resolution, Diversity and inclusion advocacy, Change management, Stakeholder collaboration
Technologies
Tableau, SQL, Excel, Google Sheets
Responsibilities
Oversee team execution of complex, sensitive, and urgent issues; Provide behavior-based coaching and create performance development plans; Ensure appropriate staffing and complete onboarding/training; Drive performance at ambassador, team, and service levels; Manage end-to-end people strategy including hiring and talent development; Lead strategic initiatives and process improvements.
Seniority
Senior, hands-on IC with team leadership