Supervisor, Premium Support
Core
Operational leadership role providing exceptional customer service management and coaching to a team of 10-15 support ambassadors for the Airbnb community.
Role type
Senior IC Customer Service Supervisor
Builds
High-quality support services and operational processes for the Airbnb community
Domain
Travel/Tech + Customer Operations
Required skills
Team management, performance coaching, crisis escalation, data analysis, process optimization, hiring/onboarding, conflict resolution, strategic planning
Preferred skills
Diversity & inclusion leadership, change management, stakeholder collaboration
Technologies
Tableau, SQL, Excel, Google Sheets
Responsibilities
Oversee team execution of complex/sensitive issues, provide behavior-based coaching, ensure appropriate staffing and training, drive performance metrics, manage talent lifecycle (hiring/terminations), optimize support processes, lead strategic initiatives
Seniority
Senior, hands-on IC with people management
