💼 About This Role

Airbnb seeks a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Supervisor in Singapore. The role requires substantial experience in customer service and team management, overseeing teams of 10-15 specialists, and driving performance through coaching and upleveling. The ideal candidate will be flexible and proactive in handling various responsibilities within the fast-paced environment.

🎯 What You'll Do

• 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, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s)
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
• Drive performance at the specialist, team, and service level
• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both specialist and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Share input and recommendations about service target setting
• Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required
• Build and nurture an engaged and diverse team
• Own and manage end-to-end people strategy and operations within your specialist team to foster a high performing and sustainable team environment
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
• Demonstrate strong leadership on important issues including Diversity Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Support strategic initiatives within Delivery and your service as needed
• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

📋 Requirements

• Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes
• Ability to cascade with context and lead your team through changes
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)