Supervisor, Community Support
About this role
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 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:
- At least 5 years of experience leading as a supervisor, inspiring and motivating teams to meet operational goals and targets.
- Passionate about Community Support, understands the importance to the mission of the company.
- Clear, concise communicator who can build collaborative and positive relationships. Able to compose business memos when proposing changes or solutions.
- Strong Analytical skills; Able to tell a story with data and metrics. MySQL, Superset, knowledge a plus
- Flexibility and adaptability, able to work well in an ambiguous environment.
- Experience with process improvements and root cause analysis
- Strong negotiation and communication skills
- Senior Stakeholders management expertise
- Experience managing individual contributors, coaching on time management efficiency, projects management basics, delivery consistent results, effort vs impact optimisation.
- Prior track record of Innovation and focus on execution.
- Should be comfortable with flexible shift timings (24*7 shifts), and work from office in Gurugram.
- Graduation is a must from recognized AICTE university.
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.