Supervisor, Executive Escalations

The Community you will Join:

Our Executive Escalations team leverages CS expertise across functions holistically providing exceptional service and reducing brand risk by handling the most critical contacts. We aim to drive efficiency by broadening service integration through closed loop feedback in collaboration with key stakeholders across Airbnb.

The Supervisor, Executive Escalations manages a team of CS Experts in the region to support operations and brand protection. The Escalations team assess risk on urgent situations, get them handled by the correct teams, and effectively close those that require their expertise. They navigate the organization to effectively close the loop on common customer and agent pain points.

You must be a master of adaptability and agility, navigating ambiguities and changes to progress the business.

The Difference You Will Make:

• Welcoming ambiguity: You can effectively articulate the need for change and encourage optimism in those around you. You're able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
• Taking Initiative: You understand the importance of working hard, and you're willing to invest your energy into new challenges. If you see an opportunity to contribute or make things better, you take it—you don't wait around to be asked. You're comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions.
• Building & nurturing engaged teams: you understand that engaged people make great teams, and you know how to drive engagement. You're a skilled motivator. You're team-oriented and unselfish. You put others ahead of yourself and prioritize what will be best for the whole team.
• Delegating: You comfortably share responsibility while taking ultimate accountability for results. You accurately assess how much direction and support is needed. You