Appeals Supervisor

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 Community You Will Join**:
The Appeals team receives contacts from users who want to contest a punitive action taken on their account or listing. The Supervisor, Appeals is responsible for managing the performance and quality of their team, monitoring team performance as measured by agreed-upon service delivery targets and key performance indicators, and mentoring, coaching, and professionally developing the specialists on their team.

**The Difference You Will Make**:

- **Unreasonable Hospitality and Learning with Agility**: You embody unreasonable hospitality by going above and beyond in every interaction, ensuring an exceptional experience for others. You swiftly tackle new challenges by acquiring the necessary skills and techniques with efficiency. Proactive in seeking improvement, you embrace versatility and adaptability. Whether experimenting with new approaches or adjusting strategies based on past experiences, your agile learning mindset ensures you stay ahead and continue to innovate.
- **Managing Time Efficiently**: You respect the value of time, using it with precision and effectiveness. By prioritizing crucial tasks and planning strategically, you structure your day to optimize productivity. Your organizational skills support successful multitasking, allowing you to achieve goals efficiently while adapting to changing demands.
- **Welcoming Ambiguity**: Embracing change with composure, you navigate uncertainty with grace. By asking insightful questions and seeking clarity, you avoid assumptions and encourage a positive outlook. Your confidence in your instincts and past experiences empowers you to excel even when details are incomplete, and you are adept at delegating tasks as needed. Your role as an early adopter further demonstrates your readiness to lead through ambiguity.
- **Taking Initiative to Solve Problems**: Your proactive approach drives you to seize opportunities and address challenges without waiting for direction. With mínimal planning, you can act independently to identify and resolve issues, both within your scope and beyond. Your ability to diagnose root causes and uncover subtle problems, combined with creative and logical solutions, allows you to effectively tackle a variety of challenges and improve outcomes.
- **Building & Nurturing Engaged Teams**: You understand the power of an engaged team and excel at motivating and uniting people. By prioritizing the team’s needs and fostering a collaborative environment, you create a supportive and high-performing team dynamic. Your selflessness and focus on collective success enhance overall team engagement and effectiveness.
- **Managing Vision & Purpose**: You articulate a compelling and inclusive vision that anticipates future trends and possibilities. Your contagious optimism inspires and recruits enthusiastic support, aligning others with the mission and goals. By clearly conveying how the team’s work contributes to broader objectives, you effectively steer efforts toward shared success.

**A Typical Day**:

- **Performance management**:Own and manage end-to-end people strategy and operations within the team. This includes driving onboarding, talent development and people engagement.
- **Partner management**: Developing a communication plan to engage Partners effectively. This includes establishing regular communication channels, providing updates, and addressing any concerns or queries they may have
- **Performance Accountability**: Manage both team and individual performance and resources to ensure compliance with policies and SLAs. Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way.
- **Documentation and Reporting**: Maintaining and updating team documentation, including meeting notes, coaching/feedback and progress reports. This can include documenting team processes, ensuring documentation is up-to-date and easily accessible, and preparing reports for managers or stakeholders.
- **Mastering and maintaining knowledge of company policies and procedures** inside and out, being an expert in Community Support and brand risk topics.
- **Supporting leadership** by attending operations and working-group meetings while working closely with other supervisors, other team coordinators, and other cross-functional teams.
- **Assisting in the planning, coordination, and tracking of tasks and deliverables** within the team. This can involve creating project timelines, assig