Supervisor, Community Support

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…