About the job
Founded in 2007, Airbnb has transformed the way people travel and experience the world. With over 5 million hosts and 2 billion guest arrivals, our platform enables unique stays and authentic connections in communities worldwide. Every day, our hosts offer remarkable experiences that allow guests to immerse themselves in local cultures.
Impact You Will Have:
We are on the lookout for a passionate and driven individual to lead Customer Service management within the Airbnb community as a Premium Support Delivery Manager. The ideal candidate will demonstrate hospitality, analytical prowess, and a robust commitment to delivering outstanding service in both English and Italian. This full-time position is based in Ireland and focuses on coaching and enhancing the capabilities of our teams.
As a Manager, you will oversee one or more internal Customer Support services. This position requires substantial experience in customer service and team management, where you will lead a team of 10-15 ambassadors, helping them elevate their customer service skills. Strong organizational abilities, adaptability in a fast-paced environment, and the capacity to manage both real-time and planned tasks are essential. Moreover, you must exhibit professionalism, resourcefulness, and confidentiality in all interactions.
Your Daily Responsibilities:
- Foster a robust operational environment for your teams, ensuring exceptional support for the community.
- Manage the resolution of complex, sensitive, and urgent issues that may significantly impact our brand or community, serving as the highest escalation point for case consults and escalations.
- Conduct regular meetings with your direct reports to review their performance, providing constructive, behavior-based coaching and developing performance strategies for your services.
- Share best practices with your team on case management and ensure adherence to documented processes.
- Maintain appropriate staffing levels, ensuring team members complete onboarding and ongoing training.
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