Airbnb

5 days ago

Manager, Premium Support (French/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead customer service operations for the Airbnb community by coaching a team of 10–15 ambassadors and ensuring high-quality support through complex, sensitive, and urgent escalations. Drive performance at the ambassador, team, and service level using data analysis and reporting, implement performance standards, and oversee staffing, onboarding, and ongoing training. Own end-to-end people strategy within your service while supporting delivery-wide initiatives and process improvements.

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee operational support quality for your teams, including acting as the highest escalation point for complex, sensitive, and urgent issues.
•Coach direct reports with behavior-based feedback and create performance development plans for your services.
•Provide best-practice guidelines, ensure documented ways of working are followed, and support proper case closure (and rare in-the-weeds handling).
•Drive performance through accountability to goals, corrective actions, trend identification, year-end reviews, and service reporting.
•Own end-to-end people strategy for your ambassador team, including hiring, onboarding, talent development, and maintaining a culture aligned to diversity, belonging, ethics, and compliance.

Pay and Benefits

Salary: EUR 70,000 - 90,000 annually

Key Requirements

•8+ years of progressive experience in customer service or operations, including 5 years directly managing staff and the employee lifecycle.
•Demonstrable experience driving improved team performance as a line manager.
•Experience managing real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses.
•Experience with data analysis and reporting to identify performance trends and develop/implement performance management standards.
•Ability to work weekend days, holidays, and on-call as required.

Experience:8+ yearsCustomer serviceOperations

Skills:LeadershipCoachingCommunicationStrategic thinkingProblem-solving

Languages:EnglishFrenchItalian

Tech Stack:TableauSQLExcelGoogle Sheets

Company Brief

Airbnb

Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Airbnb

5 days ago

Manager, Premium Support (French/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee operational support quality for your teams, including acting as the highest escalation point for complex, sensitive, and urgent issues.
•Coach direct reports with behavior-based feedback and create performance development plans for your services.
•Provide best-practice guidelines, ensure documented ways of working are followed, and support proper case closure (and rare in-the-weeds handling).
•Drive performance through accountability to goals, corrective actions, trend identification, year-end reviews, and service reporting.
•Own end-to-end people strategy for your ambassador team, including hiring, onboarding, talent development, and maintaining a culture aligned to diversity, belonging, ethics, and compliance.

Pay and Benefits

Salary: EUR 70,000 - 90,000 annually

Key Requirements

•8+ years of progressive experience in customer service or operations, including 5 years directly managing staff and the employee lifecycle.
•Demonstrable experience driving improved team performance as a line manager.
•Experience managing real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses.
•Experience with data analysis and reporting to identify performance trends and develop/implement performance management standards.
•Ability to work weekend days, holidays, and on-call as required.

Experience:8+ yearsCustomer serviceOperations

Skills:LeadershipCoachingCommunicationStrategic thinkingProblem-solving

Languages:EnglishFrenchItalian

Tech Stack:TableauSQLExcelGoogle Sheets

Company Brief

Airbnb

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn