# Manager, Premium Support (French/English)

**Company**: Airbnb
**Location**: Ireland
**Experience**: senior
**Job type**: full-time
**Salary**: €70,000-€90,000 EUR
**Category**: Operations
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8071424?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_75bceeaf-f16

## Description

We are seeking a dedicated and enthusiastic Manager to provide exceptional Customer Service management to the Airbnb community. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service in both English and French through coaching and upleveling their team.

**The Difference You will Make:** As a Manager, you will support one or more internal CS services, overseeing teams of approximately 10-15 ambassadors. You will guide and uplevel your ambassadors, demonstrating top-level customer service skills. Strong organisational skills and the ability to balance real-time and planned work are also required.

**A Typical Day:**

- Oversee a strong operational environment for your teams and ensure high-quality support for the community from your team.

- Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community.

- Meet with your direct reports regularly to review their work and provide high-quality, behaviour-based coaching.

- Provide best practices guidelines to your team on how to handle cases and situations.

- Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.

- Drive performance at the ambassador, team, and service level.

- Build and nurture an engaged and diverse team.

- Own and manage end-to-end people strategy and operations within your ambassador team.

**Your Expertise:**

- 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle.

- Demonstrable experience in driving improved performance of teams as a line manager.

- Experience in the deployment of resources to manage real-time crisis situations.

- Experience in data analysis and reporting to identify performance trends.

**Your Skills and Competencies:**

- Exceptional leadership and team management skills.

- Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues.

- Strong communication skills in both written and spoken English and French.

- Organised and resourceful; able to juggle and multi-task.

- In-depth understanding of customer service operations and processes.

- Strategic thinking and problem-solving abilities.

- Exceptional coaching skills.

- Cultural competency and a strong commitment to fostering diversity and inclusion within the team.

- Proficiency in various data analysis and reporting tools.

**Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible.

**How We'll Take Care of You:** The base pay range for this role is €70,000-€90,000 EUR per year. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

## Skills

### Required
- Customer Service Management
- Team Leadership
- Coaching
- Data Analysis
- Problem-Solving
- Communication
- Diversity and Inclusion

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8071424?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)