CS Delivery - Supervisor, Safety

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.</span></p></div><p><span style="text-decoration: underline;"><strong>Singapore based role. NO RELOCATION AND VISA SUPPORT</strong></span></p> <p>&nbsp;</p> <p>We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Supervisor. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in Singapore.</p> <p>&nbsp;</p> <p>The Supervisor supports one or more internal CS services. <strong>The Supervisor is an operational leadership role</strong> that requires substantial experience in customer service and team management. Supervisors oversee teams of approximately 10-15 specialists and should have the ability to guide and uplevel their specialists, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p> <p>As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p> <p>&nbsp;</p> <h3><strong>Responsibilities&nbsp;</strong></h3> <p>The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.</p> <p><strong>Oversee a strong operational environment for your teams and ensure high quality support for the community from your team</strong></p> <ul> <li>Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders</li> <li>Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).</li> <li>Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.</li> <li>Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.</li> </ul> <p><strong>Drive performance at the specialist, team, and service level</strong></p> <ul> <li>Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way</li> <li>Manage both specialist and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans</li> <li>Share input and recommendations about service target setting.</li> <li>Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required.</li> </ul> <p><strong>Build and nurture an engaged and diverse team</strong></p> <ul> <li>Own and manage end-to-end people strategy and operations within your specialist team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale</li> <li>Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching</li> <li>Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.</li> <li>Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues</li> <li>Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves&nbsp;</li> <li>Demonstrate strong leadership on important issues including Diversity &amp; Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company</li> </ul> <p><strong>Support strategic initiatives within Delivery and your service as needed</strong></p> <ul> <li>Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback</li> <li>Support, as needed, internal Delivery performance &amp; operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners</li> <li>Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community</li> </ul> <p>&nbsp;</p> <h3><strong>Qualifications</strong></h3> <h4>Your background &amp; experience</h4> <ul> <li>6+ years of progressive experience in a customer service or an operations role, <strong>with 3 years in a role directly managing staff &amp; the employee lifecycle</strong></li> <li>Demonstrable experience in driving improved performance of teams as a line manager</li> <li>Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses</li> <li>Experience in data analysis and reporting to identify performance trends, as well as&nbsp; developing and implementing performance management standards</li> <li>Ability to multi-task and adapt to new tasks and responsibilities as needed</li> <li>Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.</li> </ul> <h4>Your skills &amp; expertise</h4> <ul> <li>Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues</li> <li>Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure</li> <li>Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations</li> <li>In-depth understanding of customer service operations and processes</li> <li>Ability to cascade with context and lead your team through changes</li> <li>Cultural competency and a strong commitment to fostering diversity and inclusion within the team</li> <li>Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)</li> </ul>