Airbnb Supervisor Community Support 

India, Haryana, Gurugram 

711828962

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:

• A minimum of 5 years of overall experience within customer service domain with 2 years of experience in a team lead role.
• Any Graduate
• 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.