The opportunity
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences…
What you'll do
Manage the day-to-day operations of your team through driving key performance: indicators on a team and individual level (productivity, quality, operational health) whilst maintaining a superior level of team support and wellness. This includes: Volume/SLA management
Supporting your team in the handling urgent escalated cases
Manage the day-to-day operations of your team through scheduling, shift: approvals, team and one-to-one meetings, while working collaboratively with other team leads. Includes handling escalated and complex investigations, urgent escalations, property damage claims, and personal safety concerns or other crisis management.
May also include project management (incl. developing project management: abilities within your team) and light data analysis.
Foster employee happiness by being a human leader, creating team connections,: communicating direction and goals, and providing regular performance feedback that fosters positive employee career growth.
Develop and refine a working knowledge of all workflows, and train and coach: your team to ensure that these are followed to a high standard of quality and performance.
What they're looking for
- Think critically and constantly evaluate policies and procedures; find ways: to increase efficiency and customer satisfaction.
- Understand top user issues and other quality or customer insight data, and: support your team in making data-supported recommendations to improve our product, policies, and procedures.
- Serve as Point of Contact for urgent or other sensitive cases , spending time: each week working on cases and other escalated issues to refine subject matter expertise.
- Drive your team to meet and exceed metrics expectations; understand how to: leverage the team to improve outcomes and take action to meet goals.
