דרושים Senior Specialist Premium Support Italian ב-Airbnb ב-ארהב

A Typical Day:

• Conduct regular optimization calls and business reviews with high-value partners, providing timely support and building enduring relationships.
• Prospect and onboard new, high-quality supply within your assigned geography.
• Educate partners on product updates and relay feedback on product and policy issues to internal stakeholders.
• Leverage data to identify and pursue strategic growth opportunities, navigating operational complexities and allocating resources effectively.
• Build scalable frameworks, reporting, and playbooks that drive optimization, availability, and performance outcomes.
• Partner with SalesOps, RevOps, Enablement, and global peers to launch initiatives, provide executive-level reporting, and extend optimization strategies beyond the Americas.
• Lead innovative engagement projects within your territory, applying an entrepreneurial approach to strengthen market impact.
• Work cross-functionally with product, communications, policy, legal, tax, and customer support teams to ensure long-term market success.
• Provide technical guidance on API partnerships to deliver seamless experiences for hosts and guests.
• Represent Airbnb in external meetings with hosts and at industry conferences to reinforce the brand’s presence and credibility.

Your Expertise:

• 8+ years of experience in sales, account management, or team leadership, with a proven ability to build and grow strategic business relationships.
• Background in travel, hospitality, or online marketplaces strongly preferred.
  Proven success managing complex strategic accounts and driving scalable growth across a portfolio.
  Strong quantitative skills with the ability to translate data insights into actionable strategies.
• Demonstrated ability to balance strategic vision with tactical execution in fast-changing, ambiguous environments.
• Experience influencing cross-functional teams and collaborating with senior stakeholders across product, operations, and policy.
• Excellent communication and executive presentation skills, with the ability to influence at multiple organizational levels.
• Entrepreneurial and resourceful, with strong prioritization, time management, and organizational skills.
• Proficiency in CRM platforms such as Salesforce to manage and scale partner performance.
• Based in San Francisco, Los Angeles, Portland or Seattle with ability to travel quarterly within the assigned territory to maintain partner and team engagement.
• Passion for Airbnb, travel, and the sharing economy; experience as an Airbnb Host is a plus.

Offices: California, United States, Oregon, United States, Washington, United States

The Difference You Will Make:

This role specifically focuses on identity verification. You will build products that enable guests and hosts to verify their identities seamlessly and to represent themselves accurately to the rest of the community. You'll balance business goals, regulatory requirements, and regional nuances to deliver solutions for our global community.

A Typical Day:

• Creating vision and strategy for Trust & Safety products and platforms.
• Leading a cross-functional working group of engineers, data scientists, designers, operations experts, and policy experts to ensure alignment, execution, and launches
• Maintaining product backlog and the product roadmap. Own prioritization process of product solutions based on business value and customer impact
• Defining goals and success with clearly measurable objectives and key results.
• Building alignment across product teams (inside and outside of Trust & Safety), and Leadership/Executive teams.
• Anticipating bottlenecks, making tradeoffs and balancing the business needs, customer needs, versus technical or operational constraints.
• Presenting product roadmap and status to the business and Airbnb leadership on an ongoing basis. Communicate concisely and influence outcomes.
• Evaluating new product opportunities and bring forward proposals (buy, build, partner solutions) for new capabilities with data and users at the forefront
• Developing short term plans aligned with long term goals to iteratively build platform capabilities to defend against fraud, abuse, safety, unwanted bad activities, etc.
• Becoming the thought leader and entrepreneur that others within Airbnb look up to for knowledge, processes, and methods on building products and platforms

Your Expertise:

• 5+ years product management experience
• Prior product, operation, or engineering experience in security, trust, safety, risk or fraud
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong analytical, troubleshooting, and problem-solving skills
• Experience building machine learning products or technical product management
• Experienced in design, and hypothesis driven product development
• Entrepreneurial drive to achieve stretch goals in an innovative fast-paced environment
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams
• Experience leading teams through ambiguity, and high stakes trade off decisions

Offices: United States

The Difference You Will Make:

The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and Portuguese, problem-solving abilities, and customer service expertise. 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. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
• Take end-to-end ownership of all assigned cases: ensuring a completefinal
• Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Language proficiency in English and Portuguese, written and spoken, other languages are a plus.

Offices: Nevada, United States

The Community You Will Join:

We are seeking an accomplished and commercially minded Senior Manager, North America Enterprise & Connectivity to lead our most critical partner relationships, spanning enterprise Property Managers and software connectivity providers. This role requires a leader with exceptional commercial acumen, executive presence, and a strong bias for action in a fast-paced, highly competitive environment.

The Difference You Will Make:

As Senior Manager, North America Enterprise & Connectivity, you will play a pivotal role in shaping the future of our enterprise and connectivity ecosystem. You will lead a team that partners with the largest Property Managers and most innovative software providers in the industry — driving growth, deepening loyalty, and delivering impact for partners, hosts, guests, and the business.

Strategic & Commercial Leadership

• Own the Enterprise & Connectivity partnerships strategy for the US & Canada region.
• Deliver growth, retention, and expansion across high-value enterprise Property Managers and software partners.
• Lead negotiations and structure commercial agreements that drive mutual business outcomes.
• Build scalable operating playbooks and KPIs to ensure repeatable commercial success.

Team & Talent Development

• Build and lead a high-performing commercial team with a strong execution mindset.
• Recruit and develop top talent, fostering a culture of accountability, collaboration, and innovation.
• Establish clear career pathways and enable professional growth within the team.

Partnerships & Relationship Management

• Cultivate deep C-suite and executive-level relationships across enterprise Property Managers and software partners.
• Act as a trusted advisor and be a strong thought leader.
• Champion the voice of enterprise and connectivity partners internally to inform product, policy, and cross-functional strategies.

Cross-Functional Collaboration

• Partner with cross-functional teams including, but not limited to, Product, Policy, Trust, and Field to deliver integrated partner solutions and drive business results.
• Use data and analytics to track performance, identify opportunities, and strengthen competitive positioning.

Your Expertise:

• 12+ years of experience in strategic partnerships, enterprise account management, or commercial leadership.
• Proven track record of scaling teams and exceeding ambitious commercial targets.
• Strong understanding of enterprise Property Managers, SaaS/software ecosystems, and connectivity platforms.
• Executive presence with excellent influencing, negotiation, and relationship-building skills.
• Analytical, data-driven, and comfortable converting insights into strategies and measurable outcomes.
• Thrives in a dynamic, fast-moving, and competitive environment.

Offices: United States

The Difference You Will Make:

• Establish and champion a high-performing engineering culture focused on technical excellence, strong ownership, and inclusion.
• Partner closely with product leaders, operations, and cross-functional stakeholders to translate and influence business priorities into technical strategy and deliverables.
• Drive the adoption of agile, iterative development processes that consistently deliver high-quality, predictable outcomes.
• Coach and mentor engineers and other leaders, elevating talent and fostering an environment of continuous learning.
• Shape and execute on the ARC strategy, modernizing the platform to meet the aspirations of differentiated and resilient global support.
• Help ensure business priorities and technical investments are balanced to delivery long term health of systems.
• Manage, grow, and inspire a distributed team of engineers working on large-scale systems at the core of Airbnb’s customer support experience.

Exciting Projects You Will Lead:

• Project Vicarius: A groundbreaking initiative that provides disaster recovery and regional failover capabilities for customer support. Vicarius ensures that even during major regional or infrastructure outages, ambassadors can continue to serve guests and hosts by intelligently routing critical interactions, especially safety cases, to available teams in alternate regions with minimal disruption.
• Differentiated Service: Build and scale the AI powered systems that deliver differentiated, personalized support to our most valued customers. This enables targeted experiences—such as expedited assistance for premium guests or specialized handling for critical issues—by deeply integrating customer attributes and ambassador skills into routing decisions.
• Routing 2.0: Lead the transformation from complex, queue-based routing to a modern, skills-based and data-driven intelligent routing engine. Routing 2.0 dramatically reduces operational complexity and unlocks more adaptive, intelligent, and efficient assignment of cases to the best-suited ambassadors based on skills, proficiency, and business goals. This project has the potential to transform how business manages routing with strategic investment in a system that can auto balance capacity (available agents) and demand (incoming contacts) to make dynamic decisions that enhance community experience.
• Skill-Based Routing:Implement a sophisticated skills and proficiency framework that matches every customer inquiry with the best-equipped ambassador. This strategic shift from static queues to dynamic agent attributes enables faster resolution, higher customer satisfaction, and more effective utilization of our ambassador workforce.

Your Expertise:

• Proven engineering leadership experience (ideally 5+ years managing engineers, with at least 2+ years at a manager-of-managers level).
• Deep expertise in large-scale backend systems, distributed services, or enterprise applications—preferably in the customer support or communications domain.
• Hands-on experience establishing agile, iterative engineering processes and driving continuous improvements in quality and predictability.
• A strong track record of influencing cross-functional outcomes and building trusted partnerships with Product, Operations, and Data teams.
• Demonstrated success in strong engineering culture with accountability and ownership around core engineering tenants such as quality, availability and scalability of solutions
• Excellent communication skills and a demonstrated ability to lead, inspire, and grow high-performing technical teams.
• A passion for delivering delightful experiences for both end-users and internal stakeholders.

Offices: United States

The Difference You Will Make:

You will lead business development, deal negotiation, and strategic relationship management for a portfolio of high-value payment partners. With a focus on impact and long-term alignment, you'll help craft our partner landscape, structure and renegotiate commercial agreements, and serve as a critical voice in expanding and optimizing how payments to hosts are enabled around the world.

A Typical Day:

Strategic Partner Leadership

• Define and evolve our payout partner strategy in collaboration with the broader Payments, Product, Compliance and Finance teams to ensure coverage, performance, and alignment with Airbnb’s strategic and financial goals.
• Identify the right partners in each market, structure new deals, and renegotiate existing relationships to optimize for cost, reliability, reach, and innovation.
• Drive global deal execution for payouts—developing commercial structures, navigating regional regulatory constraints, and shaping contracts to meet Airbnb’s evolving needs.

Relationship Management and Performance

• Own and cultivate high-impact relationships with financial institutions, payment processors, banks, and other key partners, managing executive-level engagement to ensure Airbnb is a priority client.
• Monitor partner performance rigorously, identify gaps or opportunities, and lead cross-functional efforts to address issues or evolve terms.
• Lead strategic business reviews and act as the point of escalation and problem resolution for performance or operational misalignment.

Global Payments Strategy & Influence

• Assist in the ongoing scaling ofAirbnb’s payout infrastructure—ensuring that partner decisions reflect regional needs, market conditions, cost structures, and regulatory environments.
• Partner cross-functionally with Legal, Treasury, Risk, Product, Engineering, and Global Operations to align execution with global strategy.
• Stay ahead of industry and macroeconomic changes affecting international payments and proactively bring forward opportunities and risk mitigation strategies.

Your Expertise:

Relationship-Driven Growth

• 10+ years of experience in the payments or fintech industry, with at least 8 years in strategic partnerships, business development, or enterprise account management.
• Demonstrated success in owning commercial negotiations and managing multi-million dollar partnerships that balance customer experience, innovation, and financial return.
• Proven ability to craft and execute partner strategies that result in measurable business growth and process improvement.

Execution & Strategic Alignment

• Deep knowledge of global payment methods, financial products, and cross-border payout solutions.
• Understanding of payments cost structure (e.g., interchange, chargebacks, FX, treasury flow), and experience optimizing it through partner levers.
• Experience in resolving partner conflicts or escalations, ideally across multiple markets or regulatory contexts.

Influence & Cross-Functional Leadership

• Strong storytelling and analytical skills, using data to advocate for business needs and influence internal and external stakeholders.
• Success working in highly matrixed environments, bringing together diverse stakeholders to move complex partnerships forward.
• A passion for creating inclusive, innovative environments that foster collaboration and high performance.

Preferred Qualifications

• International payments experience, especially in marketplace or platform models.
• Experience in platform organizations advising internal stakeholders on partner enablement strategy.
• Experience working with regulators or regulated partners in cross-border payout environments.
• MBA or equivalent advanced degree is a plus.

Offices: United States

The Community You Will Join:

• Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. 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:

• The Insider Threat Investigations Manager oversees the rollout, operational quality, and ongoing effectiveness of BPO (Business Process Outsourcing) investigations into insider threats impacting Airbnb. This leader is responsible for building, scaling, and managing a global insider investigations program that empowers external (BPO) teams to deliver high-quality, compliant, and thorough investigations. As the program grows, the Manager will develop and oversee regional investigations leads, who will manage onboarding and ongoing support for BPO investigations teams in their geographic areas. For high-complexity and high-severity cases, the Manager acts as both lead and partner, driving joint investigations alongside BPO personnel to ensure delivery of best-in-class investigative outcomes. They will closely collaborate with their program counterpart within Security Engineering, collating security control vulnerabilities, building feedback channels, closing the loop of investigative findings, detection gaps, and emerging threats, to inform ongoing improvements in detection rules and workflows. They will collaborate extensively with Information Security, Legal, HR, and Risk & Compliance to safeguard Airbnb’s assets and reputation.

A Typical Day:

Program Leadership, Scalability & Operational Oversight

• Deploy, and evolve the BPO Insider Threat Investigations program to support global operations and future growth.
• Develop the framework to scale the program regionally by recruiting, onboarding, and managing regional investigations leads.
• Oversee directly, then delegate operational oversight to regional leads in the delivery of standardized BPO onboarding, ongoing training, operational review and maintenance for both new and existing BPO investigation teams.
• Conduct continuous assessments of BPO investigations and regional teams to ensure thoroughness, technical accuracy, compliance, and alignment with Airbnb standards.
• Lead global feedback cycles, and knowledge-sharing sessions across internal teams, regional leads, and all BPO investigators.
• Serve as an escalation point for high-impact cases, ensuring prompt response and resolution in collaboration with regional leads and BPO teams.
• Coordinate with Security Engineering on the rollout, scaling and performance review of detection models, ticketing systems, and remediation action specifically designed for the BPO use case.

Investigation Management & Joint Case Leadership

• Oversee BPO and regional investigation workflows for diverse insider threat risks (financial misconduct, IP theft, production abuse, unauthorized access, etc.).
• Prioritize and define key performance indicators (KPIs) for BPO investigation teams to ensure investigations are thorough, compliant, and aligned with Airbnb standards.
• Oversee and enforce SLAs for investigations, ensuring investigations begin promptly and final reports are delivered within defined timeframes.
• Personally lead and coordinate joint investigations and subject interviews in partnership with BPO teams and regional leads on complex, high-severity matters.
• Assure all investigations reflect proper evidence handling, digital forensics, interview practices, and documentation in line with legal, regulatory, and corporate requirements.

Guidance for Investigations

• Set investigation and response standards and provide log analysis guidance to BPO teams, then to internal regional leads.
• Align regional leads and BPO investigators with internal resources, tools, and subject matter expertise as needed.

Legal Acumen, Compliance, and Reporting

• Ensure global investigations comply with employment law, data privacy regulations, company policies, and relevant commercial frameworks.
• Collaborate with Legal, Talent, Privacy, and Risk and Compliance both centrally and via regional leads to support effective risk management and remediation.
• Deliver structured, cross-functional and executive-level reports and briefings on regional and global threat, vulnerability, and BPO security health metrics and synthesize lessons learned for continuous improvement.

Your Expertise:

Experience & Expertise

• 10+ years of professional experience in insider threat investigations, enterprise security, investigations into applications, production environments, or equivalent.
• Demonstrated experience overseeing investigation teams and/or managing vendor/BPO programs at scale, preferably including global/regional operations.
• Experience establishing and managing regional leadership structures in investigations, with a track record of onboarding, training, and supporting geographically distributed teams.
• Strong background in technical investigation, digital forensics, and operational quality assurance.

Managerial & Program Skills

• Proven ability to build and scale enterprise investigation programs, including development of regional leadership/oversight capabilities.
• Skilled in mentoring, enabling, and coaching both direct and indirect (e.g., BPO/regional) investigation teams.
• Capable of designing and implementing regional onboarding programs and maintaining operational standards worldwide.

Legal Acumen

• Deep understanding of employment law, data privacy, and regulatory compliance relevant to large-scale, cross-border investigations.

Preferred Certifications

• General/Corporate/Workplace Investigations CFE, PCI, CPP, CFI, SHRM-Internal Investigations
• Cyber Security Awareness Courses(e.g. Google Cybersecurity Certificate)
• Insider Threat & Threat Assessment CERT ITPM, NaBITA, Behavioral Science.
• Project Management Professional (PMP); Agile Certified Practitioner (PMI-ACP)

• Demonstrated ability to communicate program strategy, status, and risk effectively to senior leaders and cross-functional teams globally.
• Analytical thinker with a commitment to operational excellence, scalability, and continuous program improvement.

Offices: United States