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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 German through coaching and upleveling their team. This is a full time position based in Ireland. The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

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
  • Act 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
  • Create a performance development strategy/plan for your service(s)
  • Provide best practices guidelines to your team on how to handle cases and situations
  • 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
  • Guide ambassadors to take proper action to case closure
  • 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
  • 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
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations
  • Support team in professional development within team by finding and creating development opportunities
  • 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
  • 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
  • Support, as needed, internal Delivery performance & operations improvement projects
  • Think critically and constantly evaluate our procedures
  • Collect feedback from the team to identify opportunities to improve performance and better optimize processes

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
  • Experience developing and implementing performance management standards
  • Experience translating big picture goals and strategy into implementable and concrete actions for your teams
  • 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 German
  • 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
  • Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)
  • Fluent in English and German
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
January 09, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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