Customer Operations • Lead

Who you are

You are a resilient leader with a proven track record in managing teams through urgent and complex escalations. Your ability to maintain sound judgment under pressure is complemented by your strategic mindset and exceptional stakeholder management skills. You thrive in high-stakes environments and are capable of juggling multiple high-impact cases concurrently, ensuring that your team operates effectively even in challenging situations. You have experience in building and developing high-performing teams, particularly in customer operations or service recovery contexts.

Desirable

Experience in a fast-paced, customer-focused environment is a plus, as is familiarity with operational leadership in service recovery or similar fields. You understand the importance of trust in customer relationships and are committed to upholding the values of the organization while navigating complex issues.

What you'll do

In this role, you will guide the Service Recovery team, acting as the operational leader in the absence of the Operations Manager. You will be responsible for steering your team through sensitive escalations, ensuring that decisions are made accurately and timely. Your leadership will be crucial in maintaining the trust of both hosts and guests, as you navigate the complexities of service recovery. You will also be involved in developing strategies to improve team performance and operational efficiency, fostering a culture of excellence and accountability.

What we offer

Airbnb offers a competitive salary range of €60,000—€70,000 EUR annually, along with potential bonuses, equity, and benefits. You will be part of a mission-driven company that values diversity and inclusion, providing you with the opportunity to make a meaningful impact in the lives of hosts and guests around the world. Join us in creating a world where anyone can belong anywhere, and help us uphold the trust that is essential to our platform.