Premium Support Delivery Manager Job at Airbnb

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...

Location

United States , Denver; Nashville

Salary:

132000.00 - 182000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

5+ years of experience in customer support leadership roles
At least 3 years focused on enterprise B2B customers
Direct management experience leading teams of 10-20+ support professionals in high-growth environments
Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
Proven track record of successfully managing high-stakes customer escalations and executive-level communications
Enterprise B2B SaaS experience with complex, technical products (Required)
Experience in HR tech, compliance, or background screening industries (Preferred)
Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
Experience building support processes, playbooks, and systems that scale with growth

Job Responsibility

Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery

What we offer

A fast-paced and collaborative environment
Learning and development allowance
Competitive compensation and opportunity for advancement
100% medical, dental and vision coverage
Unlimited PTO policy
Monthly wellness stipend
In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
A relocation stipend may be available for those willing to relocate to a Checkr hub location

Fulltime

Premium Support Delivery Manager

We are seeking a dedicated and enthusiastic candidate to provide exceptional Cus...

Location

Ireland

Salary:

70000.00 - 90000.00 EUR / Year

Airbnb

Expiration Date

Until further notice

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

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

What we offer

bonus
equity
benefits
Employee Travel Credits

Fulltime

Manager, Technical Support

As a Manager, Support at Vanta, you will lead our APJ Support team responsible f...

Location

Australia , Sydney

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments
Be located in Sydney, Australia
Proven success leading teams through complex troubleshooting and escalations
Experience managing hybrid or distributed teams
Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
Track record of building processes and driving outcomes, not just managing tasks
Strong track record partnering cross-functionally to improve product and customer outcomes
Experience supporting Premium and Enterprise customers
Prior hands-on support experience

Job Responsibility

Lead a high-performing Support team
Manage, coach, and develop Support Professionals
Build a collaborative team culture rooted in accountability, curiosity, customer value, and resilience
Drive strong performance across productivity, quality, CSAT, and operational KPIs
Hire talent with strong technical and documentation skills who raise the bar
Provide clear, actionable feedback and coach effectively to help individuals grow
Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration
Work a small number of tickets to stay connected to customer challenges, product behavior, and team workflows
Build operational excellence and predictable delivery

What we offer

Industry-competitive salary and equity
Healthcare stipend towards health insurance for you and your dependents
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and cellphone stipend
Commuter benefits for team members who attend the office
20 days of Annual Leave per year
9 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events

Fulltime

Manager, Technical Support - EMEA

Our Support mission is simple and bold: “We make complex solutions seem simple, ...

Location

Ireland , Dublin

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments
Be located in Dublin, Ireland
Proven success leading teams through complex troubleshooting and escalations
Experience managing hybrid or distributed teams
Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
Track record of building processes and driving outcomes, not just managing tasks
Strong track record partnering cross-functionally to improve product and customer outcomes
Experience supporting Premium and Enterprise customers
Prior hands-on support experience

Job Responsibility

Lead a high-performing Support team
Hire, manage and develop Support Professionals, building a culture of accountability, curiosity, customer value, and resilience
Drive strong performance across productivity, quality, CSAT, and operational KPIs
Hire talent with strong technical and documentation skills who raise the bar
Provide clear, actionable feedback and coach effectively to help individuals grow
Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration
Work a small number of tickets to stay connected to customer challenges, product behaviour, and team workflows
Build operational excellence and predictable delivery
Establish scalable rhythms for capacity planning, queue health, and performance reviews

What we offer

Industry-competitive salary and equity
100% covered medical, dental, and vision benefits with dependents coverage
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and mobile phone stipend
Commuter benefits, including bike to work scheme and tax commuter ticket scheme
Pension matching
25 days of Annual Leave per year
11 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events

Fulltime

Technical Account Manager

Strategic technical consultant dedicated to Enterprise customers.

Location

India , Pune; Delhi; Bangalore

Salary:

Not provided

ProMobi Technologies

Expiration Date

Until further notice

Requirements

5-12 years experience
Must complete all product and technical training courses with satisfactory assessment scores
Maintain L2 knowledge across all platforms (Android, Windows, iOS, macOS, Linux)
Engage in ongoing learning initiatives to enhance technical skills and product knowledge
Consistently score satisfactorily in the periodic knowledge assessments on all platforms
Stay updated with the product roadmap and test new features thoroughly
Keep certifications current (Android Enterprise Expert, Apple Device Support, Apple Deployment Support, Microsoft MCP, etc.)
Mentor L1/L2 through workshops, training, and case reviews

Job Responsibility

Enterprise Support Excellence: Hand-hold Enterprise customers at nascent stage post-deployment including direct involvement in solving technical issues as an L2/L3 Support Engineer
Nurture Enterprise customers post-deployment to stabilise their environment and bring to a business as usual state
Once stabilised efficiently manage all issues reported by Enterprise customers while ensuring SLA adherence at all times to maintain premium customer experience
Act as the primary point of contact to resolve customer issues and leverage the extended Support ecosystem during off-business hours and during unavailability
Educate the customer and drive them to self-sufficiency by fully utilizing the potential of published knowledge base and product documents
Lead any planned, ad-hoc, and critical escalation calls pertaining to assigned Enterprise customers with at least L2 level expertise across all used platforms
Maintain the highest level of professionalism and empathy in all customer interactions to enhance customer experience
Leverage knowledge base (internal and external), debug tools, and reproduction environments to validate issues before escalation
Process Adherence & Improvement: Uphold existing Enterprise Support processes while championing process improvement initiatives
Maintain a high level availability and flexibility for assigned Enterprise customers to the Support shift roster and shift timings

Fulltime

Regional Events Manager

At Artemis, we set the stage for the unforgettable. We are the UK’s largest oper...

Location

United Kingdom

Salary:

30000.00 - 32000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Experienced events professional with a strong background in weddings and/or premium events
Comfortable working across multiple venues and adapting quickly to new environments and teams
Calm authority, exceptional organisation, and a hands-on approach
Enjoy leading by example and supporting the development of others
Highly proactive and solutions-focused
Thrive in a fast-paced, seasonal business
Happy to travel extensively as part of a national role

Job Responsibility

Provide regional relief cover for Events Managers and Coordinators during annual leave or vacancies
Support event planning, administration, and on-the-day delivery across the estate
Step in to coordinate or actively support service delivery when required
Support show rounds, sales events, and tasting events, including planning and delivery
Assist with the induction and training of new Events Managers and Coordinators
Support the launch and operational set-up of new venues
Assess, maintain, and uphold service standards across weddings and non-wedding events
Work closely with onsite General Managers and the central Operations team

What we offer

Performance Bonus

Fulltime

Events Executive

We are seeking a confident, highly organised Events Executive to support the pla...

Location

Australia , Perth

Salary:

Not provided

Accor

Expiration Date

Until further notice

Requirements

1–2 years’ experience in event planning, sales coordination or hospitality operations
Strong organisational and administrative skills with high attention to detail
Experience preparing proposals, contracts, run sheets and event documentation
Confident using CRM or event management systems (Opera/Delphi or similar preferred)
Able to manage multiple events and deadlines simultaneously
Calm, professional and solution-focused under pressure
Strong communication skills and a genuine passion for client experience
Polished presentation and ability to represent a premium lifestyle brand

Job Responsibility

Support the planning and delivery of unforgettable events across our dynamic venues
Support the end-to-end event lifecycle
Act as a key planning contact for clients
Coordinate internal teams to ensure every event is delivered to the highest standard
Balance event planning, client communication and sales administration
Support on-site delivery when required

Fulltime

Marketing Executive

We’re looking for a talented and versatile Marketing Executive to join our dynam...

Location

United Kingdom , Chester

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

2+ years’ experience in generalist marketing across online and offline channels
Excellent copywriting skills with strong attention to detail
Understanding of SEO and its application in online content
Experience analysing campaign performance
Confidence working with CMS platforms (e.g., WordPress or Umbraco)
Experience using HubSpot for marketing activity
Knowledge of email marketing best practice
Familiarity with Semrush or similar tools

Job Responsibility

Copywriting: Create compelling copy across web, email, advertising, and social media
Apply SEO best practice to ensure content is optimised and discoverable
Email Marketing: Build effective marketing emails to support campaign activity
Create email journeys that nurture prospects into clients, and clients into loyal advocates
Segment audiences based on lifecycle stage, booking behaviours, and personal preferences
Develop simple automated workflows within HubSpot
Content & Social Media: Work with the Marketing Manager and internal stakeholders to deliver content plans across website and social channels
End‑to‑End Campaign Execution: Partner with internal and external stakeholders to manage campaigns from brief to delivery
Analyse performance and report on KPIs to support continuous improvement
Partnership, Trade & Premium Customer Streams: Support marketing activity for Partnerships, Trade, Chairman’s Club and Private Travel Designers

What we offer

Refer a Friend Bonus: £1000 per successful referral – unlimited!
Generous Holiday Entitlement
Day Off for Your Birthday
Staff recognition awards
Hotel and Airline Discounts
Employee Assistance Programme

Fulltime

Premium Support Delivery Manager

Airbnb

Location:
Ireland

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 09, 2026

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