Supervisor, Premium Support (French/English)
Core
Operational leadership role managing a team of 10-15 customer service ambassadors to provide premium support and handle high-severity escalations for the Airbnb community.
Role type
Senior IC Customer Service Supervisor
Builds
High-quality customer support operations and team performance
Domain
Travel & Hospitality / Customer Operations
Deliverable
Dashboards & analysis | client delivery
Required skills
Team management, performance coaching, crisis management, data analysis, process optimization, hiring/onboarding, conflict resolution
Preferred skills
Diversity & inclusion leadership, strategic initiative execution, change management
Technologies
Tableau, SQL, Excel, Google Sheets
Responsibilities
Oversee team execution of complex/sensitive issues and act as highest escalation point; Provide behavior-based coaching and create performance development plans; Ensure team staffing, onboarding, and training; Drive performance at ambassador, team, and service levels; Manage end-to-end people strategy including hiring and talent development; Optimize processes based on data and feedback; Lead strategic changes and cross-functional projects.
Seniority
Senior, hands-on IC with people management