Manager, Premium Support

Responsibilities

• Oversee operational environments and ensure high-quality support for the community
• Manage execution of complex, sensitive, and urgent issues as the highest escalation point
• Provide behavior-based coaching and create performance development strategies for direct reports
• Drive performance at the ambassador, team, and service levels through clear expectations and accountability
• Own end-to-end people strategy including hiring, onboarding, talent development, and engagement
• Collaborate with Capacity Planning to ensure adequate staffing and coverage
• Support strategic initiatives and identify opportunities to optimize processes

Requirements

• 8+ years of progressive experience in customer service or operations
• 5 years of experience directly managing staff and the employee lifecycle
• Demonstrable experience driving team performance as a line manager
• Experience managing real-time crisis situations and high-severity cases
• Experience in data analysis and reporting to identify performance trends
• Proficiency in data tools such as Tableau, SQL, Excel, or Google Sheets
• Fluent in both English and Italian
• Ability to work weekends, holidays, and on-call as required

Preferred Qualifications

• Experience translating high-level strategy into concrete operational actions
• Strong leadership skills with high EQ and coaching capabilities
• Commitment to fostering diversity, inclusion, and belonging within a team

About the Company

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.