Supervisor, Executive Escalations

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.

Responsibilities

• Manage end-to-end people strategy, including onboarding, talent development, and engagement
• Lead a team of CS Experts to support operations, brand protection, and risk mitigation
• Manage individual performance and KPIs through coaching and feedback
• Execute complex, sensitive, and urgent issues that pose brand risk
• Collaborate with regional leadership and stakeholders to drive service improvements
• Develop a team of experts capable of collaborating with E-Staff and functional stakeholders
• Handle day-to-day management duties such as scheduling, shift approvals, and HR policy enforcement

Requirements

• At least 3 years of experience leading as a supervisor
• Strong analytical skills with ability to use data and metrics
• Experience with process improvements and root cause analysis
• Expertise in senior stakeholder management
• Experience managing individual contributors and coaching on time management
• Strong negotiation and communication skills
• Ability to work effectively in ambiguous environments

Preferred Qualifications

• Knowledge of MySQL and Superset is a plus
• Passion for Community Support and company mission