Superviseur (-e), Soutien Premium
Core
Operational leadership role managing a team of 10-15 customer service ambassadors to deliver premium support and handle complex, high-severity escalations for Airbnb's global community.
Role type
Senior Customer Service Team Lead / Supervisor
Builds
High-quality customer support experiences and operational stability for Airbnb hosts and guests
Domain
Travel & Hospitality / Customer Operations
Required skills
Team leadership, crisis management, performance analysis, data reporting, conflict resolution, stakeholder communication, process optimization, talent management, strategic execution, adaptability
Preferred skills
Experience in deploying resources for real-time crisis situations, deep understanding of customer service operations, ability to work weekends and holidays
Technologies
None stated
Responsibilities
Supervise and coach a team of 10-15 customer service ambassadors, manage complex and high-severity escalations, develop performance strategies and plans, ensure adherence to best practices and documentation, manage team staffing and training, drive performance metrics and goals, handle talent lifecycle activities (hiring, onboarding, offboarding), support strategic initiatives and process improvements, foster a culture of diversity and inclusion
Seniority
Senior, hands-on IC with management responsibilities