Manager, Premium Support (Italian/English)

About Airbnb and the Role

Founded in 2007, Airbnb has grown from two hosts welcoming guests in San Francisco to a global community with over 5 million hosts facilitating more than 2 billion guest stays worldwide. This role offers an opportunity to lead customer service operations that enhance genuine guest-community connections.

We are looking for a passionate Manager to lead our Premium Support team, delivering top-tier customer service in Italian and English. Based in Ireland, this full-time position involves coaching, developing, and managing a team to uphold exceptional service standards.

Primary Responsibilities

• Manage operational efficiency and quality support delivery within your teams to serve the community effectively.
• Handle complex, sensitive, or urgent cases posing risks to Airbnb’s brand or community, serving as the highest escalation point when necessary.
• Regularly conduct performance reviews and provide behavior-focused coaching, establishing clear development plans for team members.
• Develop and enforce best practice guidelines for case management, ensuring proper documentation and adherence.
• Ensure adequate team staffing, including onboarding and ongoing training completion.
• Collaborate with internal stakeholders on case resolution and occasionally assist with detailed case handling.
• Partner with Capacity Planning and Workforce Planning teams to determine staffing needs and maintain service coverage.
• Drive team and individual performance through clear expectations, consistent follow-ups, and customized coaching.
• Lead performance management processes, including identifying trends, implementing corrective actions, and writing reviews and improvement plans.
• Set and communicate quarterly team goals and vision through meetings and updates.
• Contribute to setting service targets and reporting on overall service trends to leadership.
• Foster a diverse and engaged team culture supporting openness, transparency, and accountability.
• Manage full people operations including hiring, onboarding, talent development, morale, and wellness initiatives.
• Support professional growth by finding development opportunities within the team and leveraging company-wide resources.
• Handle routine management tasks such as approving leave, conducting one-on-ones, and managing talent issues.
• Champion key issues like Diversity & Belonging, Ethics, Compliance, and uphold high service standards.
• Support strategic Delivery initiatives and assist in operational improvements alongside cross-functional teams.
• Continuously assess and enhance operational procedures by collecting team feedback and optimizing processes.

Qualifications and Expertise

• Minimum of 8 years’ progressive customer service or operations experience, including at least 5 years managing staff and overseeing employee lifecycle.
• Proven ability to enhance team performance as a line manager.
• Experience managing resource deployments during real-time crises, handling high-severity cases with authority to make critical decisions.
• Skilled in data analysis and performance reporting to identify trends and establish management standards.
• Ability to translate strategic goals into actionable plans with clear operational targets.
• Willingness and ability to work during weekends, holidays, and take on on-call responsibilities.

Core Skills and Competencies

• Exceptional leadership aptitude managing professional teams, adept at conflict resolution and talent management.
• Excellent bilingual communication skills in English and Italian, capable of handling sensitive situations calmly.
• Highly organized and detail-oriented, proficient at multitasking under ambiguous and fast-paced conditions.
• Deep understanding of customer service operations and team management.
• Strategic thinker capable of evaluating processes and driving continuous improvements.
• Effective change leader, able to communicate context and guide teams through transitions.
• Strong coaching abilities with high emotional intelligence, tailoring feedback to individuals’ needs.
• Committed to diversity, inclusion, and fostering a welcoming team culture.
• Proficient in data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
• Fluent in both English and Italian languages.

Additional Information

Compensation: The annual salary range for this role in Ireland is €70,000 to €90,000, subject to change based on experience and market conditions. The position may also include eligibility for bonuses, equity awards, benefits, and employee travel credits.

Work Schedule: Requires availability on weekends, holidays, and on-call shifts.

Commitment to Inclusion: Airbnb values diversity and encourages all qualified candidates to apply, fostering innovation through broad perspectives.