Superviseur (-e), Soutien Premium Bilingue (français/anglais)
Core
Operational leadership role managing a team of 10-15 customer service ambassadors to deliver premium support for Airbnb's host and guest community.
Role type
Senior Customer Service Team Lead / Supervisor
Builds
High-quality customer support operations and team performance for Airbnb's global community
Domain
Travel & Hospitality / Customer Support Operations
Deliverable
Dashboards & analysis | Client delivery
Required skills
Team leadership, crisis management, performance analysis, data reporting, conflict resolution, stakeholder communication, process optimization, talent management, strategic execution
Preferred skills
Bilingual fluency (French/English), weekend/shift availability, experience in high-volume support environments
Technologies
N/A
Responsibilities
Coach and develop team members on service best practices and performance goals; manage complex, high-severity escalations and act as ultimate escalation point; monitor team performance trends and implement corrective actions; ensure adequate staffing and continuous training; drive strategic initiatives and operational improvements; manage talent lifecycle including hiring, onboarding, and performance reviews
Seniority
Senior, hands-on IC with people management