Description du poste
Airbnb is seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. This is a full-time position based in Japan. The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. Key Responsibilities: - Oversee a strong operational environment for your teams and ensure high quality support for the community - Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community - Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching - Drive performance at the ambassador, team, and service level - Build and nurture an engaged and diverse team - Support strategic initiatives within Delivery and your service as needed
Profil recherché
- 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle - Demonstrable experience in driving improved performance of teams as a line manager - Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases - Experience in data analysis and reporting to identify performance trends - Fluent in English and Japanese - Ability to work weekend days, holidays, and on-call required