Manager, Premium Support – Italian/English

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Deliver outstanding customer service management to the Airbnb community in the capacity of a Manager.

• Ensure a robust operational atmosphere for your teams while providing high-quality support to the community.

• Oversee your team's handling of complex, sensitive, and/or urgent matters that could significantly impact our brand or community.

• Enhance performance at the ambassador, team, and service levels.

• Take ownership of and manage the comprehensive people strategy and operations within your ambassador team.

• Assist with strategic initiatives in Delivery and your service as required.

⛳️ Requirements

• At least 8 years of progressive experience in a customer service or operations position.

• Minimum of 5 years in a role that involves direct management of staff and the employee lifecycle.

• Proven track record of driving enhanced team performance as a line manager.

• Experience in deploying resources to handle real-time crisis situations effectively.

• Proficient in data analysis and reporting to identify performance trends.

• Skilled in translating overarching goals and strategies into actionable and concrete tasks.

• Availability to work on weekends, holidays, and be on-call as necessary.

• Excellent communication skills in both written and spoken English and Italian.

🏝️ Benefits

• Health insurance.

• Bonuses.

• Employee Travel Credits.