Manager, Premium Support (Italian/English)

20 hours, 59 minutes ago
Full-time
Lead
Customer and Technical Support
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Oversee day-to-day operations for one or more customer service teams and ensure high-quality support for the community.
  • Act as the highest escalation point for complex, sensitive, urgent, and high-risk cases.
  • Coach direct reports through regular check-ins, behavior-based feedback, and performance development planning.
  • Document and enforce team processes, best practices, and ways of working.
  • Ensure appropriate staffing, onboarding, ongoing training, and coverage planning for the team.
  • Guide ambassadors on internal stakeholder cases through to closure and provide hands-on support when needed.
  • Collaborate with Capacity Planning and WFP on headcount, contingency planning, and staffing needs.
  • Set expectations, manage performance goals, and handle corrective actions, reviews, and improvement plans.
  • Communicate quarterly vision, service targets, and operational priorities to the team.
  • Lead people strategy for the team, including hiring, development, engagement, morale, and wellness.
  • Support strategic and cross-functional improvement initiatives and identify process optimization opportunities.

Requirements

  • 8+ years of progressive experience in customer service or operations, including 5 years directly managing staff and the employee lifecycle.
  • Demonstrable experience improving team performance as a line manager.
  • Experience deploying resources during real-time crisis situations and handling high-severity or high-sensitivity cases.
  • Experience with data analysis and reporting to identify performance trends and develop performance management standards.
  • Experience translating high-level goals into concrete actions, operational targets, and performance goals.
  • Ability to work weekend days, holidays, and on-call schedules.
  • Exceptional leadership and team management skills, including comfort with conflict and employee issues.
  • Strong written and spoken communication skills in both English and Italian.
  • Fluency in English and Italian.
  • Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
  • Strong organizational, multitasking, and problem-solving abilities with attention to detail.
  • Cultural competency and commitment to diversity and inclusion.

Benefits

  • Annual base pay range of €70,000 to €90,000 EUR.
  • Eligible for bonus compensation.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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