Supervisor, Community Support

Airbnb
Gurugram
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Communication","Negotiation","Problem-solving","Stakeholder management","Adaptability"]

Lead a team of Community Support specialists supporting the worldwide Airbnb community. Drive performance against key metrics like NPS and Ownership, ensure timely and high-quality customer support, and manage day-to-day operations including scheduling and shift approvals. Use data-driven problem-solving to improve workflows, recommend product and policy changes based on top user issues, and stay connected by handling tickets and occasional escalations.

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FursaFursa
Airbnb
Airbnb
1 day ago

Supervisor, Community Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead a team of Community Support specialists supporting the worldwide Airbnb community. Drive performance against key metrics like NPS and Ownership, ensure timely and high-quality customer support, and manage day-to-day operations including scheduling and shift approvals. Use data-driven problem-solving to improve workflows, recommend product and policy changes based on top user issues, and stay connected by handling tickets and occasional escalations.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Manage a team of specialists to deliver friendly and efficient Community Support services worldwide.
  • •Drive team performance to meet and exceed metric expectations through regular check-ins.
  • •Handle day-to-day management tasks such as scheduling, shift approvals, and team/one-on-one meetings.
  • •Identify and implement improvement opportunities by evaluating workflows for efficiency and value.
  • •Recommend improvements to Airbnb products and policies based on top user issues, and support escalated issues by working tickets at least one hour per week.

Key Requirements

  • •At least 5 years of experience leading as a supervisor, inspiring and motivating teams to meet operational goals and targets.
  • •Passion for Community Support and understanding its importance to the company mission.
  • •Clear, concise communication skills, including composing business memos proposing changes or solutions.
  • •Strong analytical skills to interpret data and metrics (MySQL and Superset knowledge is a plus).
  • •Comfort with flexible 24*7 shift timings and working from the office in Gurugram; graduation required from a recognized AICTE university.
Skills:CommunicationNegotiationProblem-solvingStakeholder managementAdaptability
Languages:English
Tech Stack:MySQLSuperset

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
WebsiteLinkedIn