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 • Tokyo, Japan
Airbnb is seeking a Premium Support Delivery Manager (Japanese Speaking) to provide exceptional customer service management. You'll oversee a team of ambassadors and ensure high-quality support for the 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. You are hospitable, analytical, and dedicated to coaching and upleveling your team. Your strong organizational skills allow you to balance real-time and planned work effectively, and you thrive in fast-paced environments, adapting and responding to challenges with professionalism and confidentiality. You have a proven track record of overseeing teams, guiding ambassadors, and ensuring exceptional customer service.
Fluency in Japanese is essential for this role, and experience in hospitality or related fields is a plus. You should be proactive, resourceful, and efficient, with a high level of professionalism.
In this operational leadership role, you will oversee a team of approximately 10-15 ambassadors, ensuring they deliver high-quality support to the Airbnb community. You will manage the execution of complex customer service operations, fostering a strong operational environment for your teams. Your responsibilities will include coaching team members, providing feedback, and implementing strategies to enhance service delivery. You will also be responsible for monitoring team performance and ensuring that customer service standards are met consistently.
You will collaborate with other departments to align customer service initiatives with company goals, ensuring a seamless experience for hosts and guests alike. Your role will involve analyzing customer feedback and service metrics to identify areas for improvement and implementing solutions to enhance the overall customer experience. You will also play a key role in training new team members and developing ongoing training programs to ensure your team remains knowledgeable and effective.
Airbnb offers a dynamic work environment where you can make a significant impact on the customer experience. You will have the opportunity to work with a diverse team and contribute to a company that values community and connection. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every candidate. Join us in creating memorable experiences for our guests and hosts.
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