Supervisor, Aircover

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Skills you'll use

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.

Who can apply

• 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.
• Understand how to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
• Manage the day-to-day operations - Performance, scheduling, training, coaching and development
• Foster employee happiness

About Airbnb

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