Manager of Customer Service

Position: Manager of Customer Service at Airbnb
Elevate customer service management! Lead a dedicated team at Airbnb, ensuring exceptional support for our community while developing ambassadors at all levels in a fast-paced environment.

As a Manager of Premium Support at Airbnb, you will oversee a team of 10-15 customer service ambassadors, guiding them to deliver top-tier service. This operational leadership role demands substantial experience in team management and customer service excellence. You will implement performance strategies, address escalated issues, and foster a culture of high accountability and engagement.

Key Responsibilities:

• Manage and develop a team of 10-15 customer service ambassadors

• Oversee performance, coaching, and professional development

• Address complex and sensitive community issues

• Collaborate on staffing needs and operational strategies

• Maintain a culture of transparency and inclusivity

Requirements:

• 8+ years in customer service or operations

• 5+ years directly managing staff

• Strong analytical skills for performance tracking

• Exceptional leadership and communication abilities

• Experience managing high-stakes crises and sensitive situations

Drive excellence in customer service leadership and team development at Airbnb.
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