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The role involves managing security concerns for the Airbnb community, addressing complex cases, interacting with customers, providing support, and ensuring confidentiality. Candidates should demonstrate strong communication skills and the ability to handle sensitive situations effectively.

Lead and coach a team of ~10–15 customer support ambassadors to deliver high-quality support. Manage complex and sensitive escalations, drive performance through coaching, staffing and workforce planning, analytics and reporting, process improvements, hiring/onboarding, and execution of strategic initiatives while promoting diversity, inclusion, and operational excellence. Must be adaptable, calm under pressure, and available for weekends/holidays/on-call.

Lead and manage a 10-15 person customer service team delivering high-quality, sensitive issue resolution. Drive performance through coaching, staffing, reporting, and operational improvements. Collaborate on capacity planning, support strategic initiatives, and ensure team development, diversity, and accountability while handling high-severity escalations and crisis situations.

Diriger et encadrer des équipes d'assistance (10–15 personnes) pour gérer escalades sensibles, améliorer performances, piloter staffing et formation, assurer coaching, recrutement, reporting data-driven et soutenir projets d'optimisation opérationnelle. Disponible le week-end et jours fériés.

Lead and coach multiple layers of customer service managers to ensure high-quality, timely support. Oversee staffing, performance management, escalation handling for sensitive cases, capacity planning, and process improvements. Drive people strategy, talent development, and cross-functional initiatives while using data analysis to monitor and raise service performance.

Provide end-to-end, high-touch customer support for Hosts and Guests (including Luxury segment) in English and Portuguese. Manage complex, high-stakes cases autonomously, negotiate resolutions, collaborate cross-functionally, support team improvements, mentor new hires, and be on-call for emergencies outside business hours.

Support Delivery operations by triaging cases, advising ambassadors/supervisors, handling high-severity incidents, managing queues and schedules, troubleshooting tools, reporting performance, and driving process improvements across services.

Provide end-to-end, high-touch customer support for high-value reservations (including Luxury), owning complex and sensitive cases, negotiating between hosts and guests, working autonomously, collaborating with cross-functional stakeholders, mentoring and supporting team improvements, and delivering personalized, hospitality-level service across channels.

Frontline premium customer support specialist handling complex, high-value reservation issues end-to-end. Owns cases, mediates between hosts and guests, applies Airbnb policies, works cross-functionally (Legal, Policy), provides operational feedback, mentors teammates, and supports emergency on-call coverage and evolving team responsibilities.