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Premium Support Delivery Manager

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Airbnb

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Location:
Ireland

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

70000.00 - 90000.00 EUR / Year
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Job Description:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and Italian through coaching and upleveling their team.

Job Responsibility:

  • Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching
  • must be able to create a performance development strategy/plan for your service(s)
  • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
  • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
  • For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling
  • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
  • Drive performance at the ambassador, team, and service level
  • Ensure individual team members are held accountable to 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
  • Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
  • Ability to set and articulate the vision and focus for the quarter
  • deliver that vision and focus through all hands-type meetings
  • Share input and recommendations about service target setting
  • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
  • Build and nurture an engaged and diverse team
  • Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
  • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team
  • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
  • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
  • Support strategic initiatives within Delivery and your service as needed
  • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
  • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
  • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Requirements:

  • 8+ years of progressive experience in a customer service or an operations role
  • 5 years in a role directly managing staff & the employee lifecycle
  • Demonstrable experience in driving improved performance of teams as a line manager
  • Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
  • Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
  • Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
  • Ability to work weekend days, holidays, and on-call required
  • Exceptional leadership and team management skills
  • Strong communication skills in both written and spoken English and Italian
  • Organized and resourceful
  • In-depth understanding of customer service operations and processes
  • Strategic thinking and problem-solving abilities
  • Ability to cascade with context and lead your team through changes
  • Exceptional coaching skills
  • Cultural competency and a strong commitment to fostering diversity and inclusion within the team
  • Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)
  • Fluent in English and Italian
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
January 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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