Supervisor, Community Support

2 days ago

Gurgaon, India AirBnB Full time

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

The Challenge

A lead will be responsible to manage the team of specialists who would support the worldwide Airbnb community with their friendly and efficient ways of service. Also communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.

What you’ll do
- Ensure employee happiness by creating a trusting team; communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.
- Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals.
- Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
- Influence Leaders to ensure Host and Guest feedback is being taken into consideration.
- Be a confident problem solver, create a solutions orientated environment.
- 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.

What you need to succeed
- 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.
- Experience leading, inspiring, coaching and motivating others to meet goals and metrics.
- Strong analytical skills; Able to tell a story with data and metrics.
- Passionate about customer experience, understands the importance to an organisation.
- 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
- Work authorization in India
- Passionate about Airbnb.
- Should be comfortable with flexible shift timings (24*7 shifts).

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