Airbnb Is Hiring A Senior Manager, Premium Support

Airbnb, founded in 2007 with a simple yet impactful idea, has grown into a global community of over 5 million hosts welcoming more than 2 billion guests across nearly every country. Hosts offer one-of-a-kind stays and experiences that foster authentic connections with communities worldwide. 🌍✨

Join Our Mission to Build the World's Most Loyal Travel Community 🚀

No global movement springs from individuals alone; it takes a dedicated team working towards something monumental. At Airbnb’s CS Delivery team, we lead the sharing economy by supporting more than 100 million guests and managing 3 million listings in over 191 countries. We’re seeking an enthusiastic and visionary Senior Manager, Speciality Services, Premium Support to inspire teams and elevate our service to new heights.

Responsibilities

• Lead a global team of senior leaders to foster a culture of excellence, continuous learning, and upskilling 🌟
• Manage directly 4+ senior leaders responsible for various regions, languages, and teams
• Oversee regional managers and agents to ensure outstanding customer service across all interaction channels 📞💬
• Drive customer satisfaction through high-quality, sustainable operations, monitoring key metrics like NPS and CSAT
• Maintain optimal capacity, managing shrinkage, absenteeism, and workforce planning collaboratively with real-time management
• Ensure swift resolution of customer issues while maintaining top-notch interaction quality
• Participate in and structure weekly, monthly, and performance review meetings to proactively prevent performance dips
• Develop action plans in collaboration with your team to address challenges and improve outcomes
• Support scaling of the service in over 10 languages globally through strategic hiring
• Partner with analytics and capacity planning teams to align staffing with business needs
• Coordinate global recruitment efforts to attract top talent quickly and effectively
• Track and report on ramp-up performance, onboarding challenges, and risks to senior leadership
• Lead service expansion initiatives and continuous improvement efforts in service delivery
• Collaborate across teams—product marketing, experiences, and product—to introduce new support offerings such as proactive assistance
• Ensure smooth operational transitions during service changes
• Influence and partner with leaders across Customer Support and Global Operations for ongoing service enhancement
• Work with quality, training, and process teams to refine workflows, coaching, and service standards
• Represent the service in reports and presentations to senior leadership, highlighting performance and critical insights 📊
• Advocate for the customer community and agents by raising awareness of issues with platform and business teams

Your Expertise

• 15+ years of progressive experience in business operations and customer-facing support management
• Strong analytical skills with a data-driven mindset to drive performance improvements
• Holistic approach to service delivery, considering all operational factors
• Experience in hospitality or delivering high-end customer service is a plus
• Exceptional influencing skills to rally stakeholders behind shared goals
• Advanced communication skills for storytelling and stakeholder engagement
• Proven leadership of large, global teams with a focus on development and motivation
• Experience with rapid onboarding of multilingual teams is preferred
• Comfortable navigating high-pressure environments with daily senior leadership interactions
• Excellent organizational and project management abilities, balancing tactical and strategic tasks
• High energy and meticulous attention to detail in a fast-paced setting
• Flexible working hours to meet global demands; willingness to travel approximately 30%
• Advanced degree such as an MBA or similar preferred
• Fluent in English; bilingual in French, Spanish, or Portuguese is advantageous

Location & Work Eligibility

This role is US - Remote Eligible. You may work remotely with occasional in-office or offsite attendance as agreed. Candidate must reside in a state where Airbnb, Inc. has a registered entity. Please check the list of eligible states. If employed by another Airbnb entity, your recruiter will clarify your eligibility.

Our Commitment to Inclusion & Belonging 🤝

Airbnb values diverse talent and ideas, fostering innovation and engagement. We encourage all qualified candidates to apply, and we’re committed to providing accessible application and interview processes. If you require accommodations during the process, contact us at: reasonableaccommodations@airbnb.com.

Compensation & Benefits 💼

Salary ranges from $176,000—$220,000 USD, depending on experience and factors like training and skills. The role may include bonuses, equity, benefits, and Employee Travel Credits. Our pay structure is adaptable to market demands and individual qualifications.