FAQs
What is the primary responsibility of the Supervisor, Service Recovery at Airbnb?
The primary responsibility of the Supervisor, Service Recovery is to guide the Service Recovery team in delivering best-in-class support during sensitive, time-critical escalations, while also managing competing priorities and maintaining rigorous standards of quality and empathy.
What qualifications are required for this role?
The role requires 4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments, as well as strong performance management skills and exceptional written and verbal communication skills.
Will I be required to manage a team?
Yes, you will own and manage the end-to-end people strategy for the Service Recovery team, which includes onboarding, capability building, continuous feedback, and performance management.
How does this role interact with senior stakeholders?
The Supervisor will build strong relationships with senior stakeholders across various departments such as Legal, Fraud and Safety Ops, and Community Policy, and will need to communicate effectively, synthesizing complex information under tight timelines.
Is the Supervisor, Service Recovery role focused on case management?
Yes, the role includes overseeing the handling of complex, sensitive, and time-critical escalations, serving as an escalation point for specialists and providing hands-on support for challenging cases.
What type of work environment does the Service Recovery team operate in?
The Service Recovery team operates in a fast-moving, high-stakes environment where decisions need to be timely, accurate, and defensible, especially during high-pressure moments.
What metrics will be monitored in this role?
You will create and own monitoring metrics to ensure best-in-class community service within the Service Recovery team.
Is previous experience in incident management necessary?
Yes, proven experience in incident management in a fast-paced environment is necessary for this role.
Does this role allow for remote work?
Yes, this position is US - Remote Eligible, but you must live in a state where Airbnb, Inc. has a registered entity.
How does Airbnb promote inclusion and diversity in the hiring process?
Airbnb is committed to working with a broad talent pool, encouraging diverse ideas, and providing a disability-inclusive application and interview process, ensuring all qualified individuals are encouraged to apply.