Manager, Premium Hospitality & Resolution Suppo...
@ Airbnb

Nevada, United States
On Site
Posted 5 days ago

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XXXXXXXXXX XXXXXXXXX XXXXXXXXX******* @airbnb.com
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Job Details

About Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, growing into a global community with over 5 million hosts and 2 billion guest arrivals. Hosts offer unique stays and experiences, connecting guests with authentic communities.

The Difference You Will Make

As the Manager, Premium Hospitality & Resolution Support (Spanish), you will provide exceptional customer service management to Airbnb's community. You will coach and uplevel your team while ensuring the highest standards of service.

A Typical Day

  • Oversee operational environments ensuring high quality support.
  • Manage complex, sensitive, and urgent cases with clear escalation protocols.
  • Conduct regular one-on-one meetings and performance coaching with team members.
  • Collaborate with cross-functional teams for staffing and process improvements.
  • Drive service performance and contribute to strategic initiatives.

Your Expertise

  • 8+ years in customer service/operations with 5+ years managing staff.
  • Proven track record in improving team performance and handling high sensitivity cases.
  • Strong data analysis skills using tools like Tableau, SQL, Excel, and Google Sheets.
  • Fluency in English and Spanish, with strong communication skills.
  • Ability to work flexible hours including weekends, holidays, and on-call.

Your Skills and Competencies

  • Exceptional leadership, conflict management, and feedback skills.
  • Superior organizational ability and attention to detail.
  • Strategic thinking to translate big picture goals into actionable plans.
  • High emotional intelligence to tailor coaching effectively.
  • Commitment to cultural competency, diversity, and inclusion.

Your Location

This position is based in the West of Canada or the West of the United States. In Canada, eligible provinces include British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Our Commitment & Perks

Airbnb encourages diverse talent and provides a disability inclusive application process. This full time role may offer bonus, equity, benefits, and Employee Travel Credits, with a pay range of $117,000 to $138,000 USD.

Key skills/competency

Customer Service, Team Management, Coaching, Data Analysis, Crisis Management, Strategic Planning, Operational Oversight, Bilingual, Conflict Resolution, Diversity

How to Get Hired at Airbnb

🎯 Tips for Getting Hired

  • Research Airbnb's culture: Study their mission, values, and employee reviews.
  • Customize your resume: Highlight bilingual and leadership experiences.
  • Prepare for behavioral interviews: Answer with real customer service scenarios.
  • Showcase data skills: Provide examples using relevant tools.

📝 Interview Preparation Advice

Technical Preparation

Review data tools like Tableau and SQL.
Practice using Excel for performance metrics.
Understand reporting dashboards and analysis.
Rehearse technical scenarios for case escalations.

Behavioral Questions

Describe a conflict resolution case.
Explain a time you coached under pressure.
Discuss managing team performance challenges.
Share an example of strategic decision making.

Frequently Asked Questions