The community marketplace for unique travel stays
Airbnb, headquartered in Showplace Square, San Francisco, CA, has transformed the hospitality industry with its platform that connects over 4 million hosts to travelers. Since its inception, Airbnb has facilitated over a billion bookings, disrupting traditional accommodation models by allowing indiv...
Airbnb offers generous parental and family leave, paid volunteer time, and an annual travel and experiences credit. Employees enjoy health food and sn...
Airbnb's culture emphasizes community and belonging, reflecting its mission to create a world where anyone can belong anywhere. The company values fle...
Airbnb • Singapore, Singapore
Airbnb is seeking a Premium Support Delivery Manager (Mandarin Speaking) to provide exceptional customer service management. You'll oversee a team of ambassadors and ensure high-quality support for the Airbnb community. This role requires substantial experience in customer service and team management.
You have substantial experience in customer service and team management, demonstrating a commitment to delivering the highest standards of service. Your analytical skills allow you to assess team performance and identify areas for improvement. You are hospitable and understand the importance of creating a positive experience for both your team and the Airbnb community. You possess strong organizational skills, enabling you to balance real-time and planned work effectively. Adaptability is key in your role, as you thrive in fast-paced environments and can remain flexible and proactive under pressure. You are dedicated to coaching and upleveling your team, ensuring they demonstrate top-level customer service skills.
In this operational leadership role, you will oversee a team of approximately 10-15 ambassadors, guiding them to provide exceptional support to the Airbnb community. You will manage the execution of complex customer service operations, ensuring high-quality support is delivered consistently. Your responsibilities will include coaching team members, fostering a collaborative environment, and implementing best practices in customer service management. You will analyze team performance metrics to identify trends and areas for improvement, ensuring your team meets and exceeds service expectations. You will also be responsible for maintaining a strong operational environment, balancing real-time demands with planned initiatives to enhance team performance.
As a full-time position based in Singapore, you will be part of a dynamic team dedicated to enhancing the Airbnb experience for hosts and guests alike. You will have the opportunity to make a significant impact on the customer service landscape at Airbnb, contributing to the overall success of the company. The role offers a chance to develop your leadership skills and advance your career in customer service management within a globally recognized brand. You will be supported by a culture that values collaboration, innovation, and a commitment to excellence in service delivery.
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