Airbnb Supervisor Community Support 

India, Haryana, Gurugram 

496518455

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 policies; support the team in being the voice of the customer to the rest of the company.
  ● Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
  ● Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.
  ● Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

Your Expertise:

• Fluency in English, both verbal and written.
• Passionate about customer experience, understands the importance to Airbnb.
• The candidate must be leading a customer facing team in their current role, where user feedback is a key success metric.
  ● Experience leading, inspiring, coaching and motivating others to meet goals and metrics.
  ● Strong analytical skills; able to tell a story with data and metrics.
• Prior track record of Innovation and focus on execution
  ● Clear, concise communicator who can build collaborative and positive relationships.
  ● Flexibility and adaptability, able to work well in an ambiguous environment.
  ● Works well in ambiguity and embraces the adventure
  ● Should be comfortable with flexible shift timings (24*7 shifts).

Offices: Gurugram, India