Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million

hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique

stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Difference You will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community

as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both

English and Italian through coaching and upleveling their team. This is a full time position based in Ireland.

The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial

experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and should have the

ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and

the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast

paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high

level of professionalism and confidentiality.

A Typical Day:

Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or

community, including acting as the highest escalation point for case consults and high level escalations from other

stakeholders

Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able

to create a performance development strategy/plan for your service(s).

Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are

documented and followed.

Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases,

support with in-the-weeds case handling

Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning

impacts of changes, and advocating for staffing needs vs. volume/work

Drive performance at the ambassador, team, and service level
Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear

expectations, following-up individually, and coaching team members positively to develop and improve their skills in a

tailored way

Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and

positive overall feedback, and writing year end reviews and improvement plans

Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type

meetings

Share input and recommendations about service target setting.
Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture

of the service to the Delivery Director

Build and nurture an engaged and diverse team
Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and

sustainable team environment. This includes hiring, driving onboarding, talent development, and people

engagement/wellness/morale

Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations

with clear goals/expectations, feedback, one-on-ones, and coaching

Support team in professional development within team by finding and creating development opportunities and leveraging

company-wide resources to regularly drive development within your team.

Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing

Talent-related issues

Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being

themselves

Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and

maintaining high standards of service to the company

Support strategic initiatives within Delivery and your service as needed
Lead the team toward the successful execution of company or other strategic changes or goals within your service by

cascading updates and changes, communicating new requirements, and providing feedback

Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery

Excellence team and cross-functional partners

Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve

performance and better optimize processes for the team, service, and global community

Your Expertise:

8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff

& the employee lifecycle

Demonstrable experience in driving improved performance of teams as a line manager
Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity

cases and decision-making authority for losses

Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance

management standards

Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting

operational or functional targets or performance goals

Ability to work weekend days, holidays, and on-call required

YOUR SKILLS AND COMPETENCIES:

Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and

receiving feedback, and handling employee/Talent issues

Strong communication skills in both written and spoken English and Italian to collaborate with different stakeholders and

manage sensitive cases, while remaining calm and poised under pressure

Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous

situations

In-depth understanding of customer service operations and processes; able to translate that to your team
Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
Ability to cascade with context and lead your team through changes
Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of

your coachee or mentee

Cultural competency and a strong commitment to fostering diversity and inclusion within the team
Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)
Fluent in English and Italian

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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training,

transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject

to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel

Credits.

Ireland Annual Pay Range

€70.000—€90.000 EUR

Role

Manager, Premium Support (Italian/English)

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