Tech Stack

Description

You will lead a team of customer service ambassadors to deliver exceptional support to the Airbnb community, driving quality, coaching team members, and managing complex escalations in a fast-paced environment. Your role is critical in maintaining high service standards and fostering team development.

Requirements

• 8+ years progressive experience in customer service or operations
• 5+ years directly managing staff across employee lifecycle
• Experience driving improved team performance as line manager
• Experience deploying resources to manage real-time crises
• Data analysis and reporting experience to identify performance trends
• Ability to translate strategy into actionable goals
• Fluent in English and Japanese
• Exceptional leadership and team management skills
• Strong communication skills
• Organized, resourceful, able to multitask with attention to detail
• In-depth understanding of customer service operations
• Strategic thinking and problem-solving abilities
• High emotional intelligence and coaching skills
• Cultural competency and commitment to diversity and inclusion
• Proficiency in data analysis tools (Tableau, SQL, Excel, Google Sheets)

Responsibilities

• Oversee operational environment and ensure high quality support
• Manage team execution of complex, sensitive, urgent issues
• Conduct regular meetings with direct reports and provide coaching
• Ensure appropriate staffing and training completion
• Collaborate with Capacity Planning on headcount
• Drive performance at ambassador, team, and service level
• Manage team and individual performance including reviews
• Set and articulate quarterly vision and focus
• Own end-to-end people strategy and operations
• Support team professional development
• Maintain culture of openness, transparency, accountability
• Support strategic initiatives and performance improvement projects