Manager, Premium Support (Italian/English)

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 devel