Supervisor, Community Support

The Community You Will Join:

You would be joining a dynamic team in Community Support as a Supervisor and will be responsible to manage the team of specialists who would support the worldwide Airbnb community with their friendly and efficient ways of service. You will be needed to partner with Quality, Compliance, Training, Workforce Management and other functions to drive your team towards excellence through regular performance feedback and developing members of the team to ensure career growth.

The Difference You Will Make:

• Strengthen and maintain site’s position in the network as #1 Site on a consistent basis
• Ensure team’s success on key metrics such as NPS and Ownership among others
• Ensure timely and quality support to the Airbnb Community

A Typical Day:

• Drive the team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals through regular check-ins.
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
• Be a confident problem solver, come up with data driven insights and create a solutions orientated environment.
• Identify and implement improvement opportunities
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
• Understand the top user issues and make recommendations to improve Airbnb products and policies; support the team in being the voice of the customer to the rest of the company.
• Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
• Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

Your Expertise:

• A minimum of 5 years of overall experience within customer service domain with 2 years of experience in a team lead role.
• Any Graduate
• Fluency in English, both verbal and written.
• Passionate about customer experience, understands the importance to Airbnb.
• The candidate must be leading a customer facing team in their current role, where user feedback is a key success metric.
• Experience leading, inspiring, coaching and motivating others to meet goals and metrics.
• Strong analytical skills; able to tell a story with data and metrics.

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.

Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.