Supervisor, Executive Escalations

12 hours, 11 minutes ago
Full-time
Senior
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

  • Manage a regional team of Customer Support experts supporting operations and brand protection.
  • Assess urgent and sensitive situations, route them to the correct teams, and ensure proper closure of escalations.
  • Own team onboarding, talent development, engagement, and day-to-day people operations.
  • Conduct scheduling, shift approvals, one-on-ones, and basic HR-related management tasks.
  • Coach team members on performance, set clear expectations, and hold them accountable to KPIs.
  • Review policies and procedures to identify opportunities for service and process improvement.
  • Partner with Shared Services, functional teams, and regional leadership to improve CS performance and mitigate risk.
  • Lead the execution of company and strategic goals and support service improvement recommendations.
  • Develop experts who can work with executive stakeholders and provide detailed investigations and recommendations on complex cases.
  • Balance priorities across seasonality, customer needs, team needs, and company needs, including cross-functional projects.

Requirements

  • At least 3 years of experience leading as a supervisor and motivating teams to meet operational goals and targets.
  • Experience managing individual contributors.
  • Experience with process improvements and root cause analysis.
  • Strong analytical skills with the ability to tell a story using data and metrics.
  • MySQL and Superset knowledge is a plus.
  • Clear, concise communication skills, including the ability to write business memos.
  • Strong negotiation and communication skills.
  • Experience managing senior stakeholders.
  • Flexibility and adaptability to work well in an ambiguous environment.
  • Experience coaching teams on time management, project basics, and delivery of consistent results.

Benefits

  • Annual base pay range of ₹1,370,000 to ₹1,790,000 INR.
  • May be eligible for bonus or incentives.
  • May be eligible for one or more equity programs.
  • Benefits included as part of the compensation package.
  • Employee Travel Credits.
  • Inclusive hiring commitment and encouragement for all qualified individuals to apply.

Interested in this position?

Apply directly on the company website

Apply Now

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