Overview: Airbnb, established in 2007, has transformed the way people travel by connecting hosts and guests in an authentic manner. With over 5 million hosts globally welcoming more than 2 billion guests, our platform offers unique stays and experiences that foster genuine community connections. We are on a mission to create a world where everyone feels at home anywhere.
We invite you to join the AirCover team, which plays a pivotal role in supporting our mission by assisting hosts and travelers during critical moments that may impact their trust in our platform. This fast-paced environment demands precision and timely decision-making to uphold our standards.
Responsibilities : As a Service Recovery Team Leader, you will spearhead our team through urgent and complex escalations, ensuring effective management of high-stakes issues. Your leadership will be crucial in maintaining stability while juggling multiple critical cases. You will act as the operational head of service recovery in the absence of the Operations Manager, showcasing your strategic vision and exceptional stakeholder management skills.
Your goal will be to build and nurture a high-performing escalation team capable of engaging with executive leadership.
Requirements : We are looking for a resilient leader who thrives under pressure and excels at guiding teams through sensitive situations. You must exhibit sound judgment, even with incomplete information, and maintain a steady direction for both your team and senior stakeholders. This role requires a strategic mindset, the ability to navigate ambiguity, and a commitment to delivering top-tier support during our most sensitive escalations.
Your efforts will shape the overall escalation strategy of AirCover, empowering your team to become trusted advisors with strong judgment skills.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to Airbnb.
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