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[Remote] Supervisor, Service Recovery
Note: The job is a remote job and is open to candidates in USA. Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. They are seeking a Supervisor for the Service Recovery team to manage high-pressure escalations, guide the team in delivering support during sensitive situations, and build strong relationships with senior stakeholders. The role requires exceptional leadership skills and the ability to handle complex cases with sound judgment.
Responsibilities
- Own and manage end-to-end people strategy for the team: onboarding, capability building, continuous feedback, and performance management
- Serve as the primary leader during high-pressure moments or when the Operations Manager is not available, ensuring continuity of service, judgement, and decision-making
- Build a culture of accountability, clarity of expectations, and operational discipline across the team
- Drive high-velocity prioritization, helping the team manage multiple urgent escalations while maintaining quality and adherence to protocols
- Create and own monitoring metrics to ensure best-in-class community service
- Oversee the handling of complex, sensitive, and time-critical escalations that carry brand, legal, financial, or trust risk
- Serve on call as needed for incident response
- Act as escalation point for point specialists and analysts for executive-level escalations, major incidents, and cross-functional escalations requiring fast, senior-level decision-making
- Provide hands-on support for the most challenging cases, ensuring direction, narrative consistency, and airtight risk mitigation
- Strengthen the team’s ability to independently handle high-judgement work by creating frameworks, playbooks, and escalation routing clarity
- Build strong relationships with senior stakeholders across Legal, Fraud and Safety Ops, Community Policy, Product, and Market Operations
- Communicate effectively with executive audiences, synthesizing complex information and recommending a clear path forward under tight timelines
- Influence cross-functional partners to drive resolution, unblock key decisions, and improve operational readiness for emerging risks
- Identify systemic weaknesses across processes, policies, and tools — and drive measurable improvements
- Partner with the wider AirCover and Scaled Ops teams to shape roadmaps, strengthen safeguards, and refine how we manage high-stakes escalations globally
- Lead or contribute to cross-functional projects that enhance the escalation ecosystem from end to end
Skills
- 4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments
- Proven experience of incident management in a fast-paced environment
- Demonstrated ability to manage multiple urgent, complex cases simultaneously without sacrificing quality or judgement
- Strong performance management skills and experience developing individuals into senior-calibre escalation or risk specialists
- Exceptional written and verbal communication skills, including the ability to craft executive-ready narratives under time pressure
- Proven ability to influence and align senior stakeholders, even when priorities or perspectives differ
- High analytical capability and comfort making decisions in ambiguous, evolving contexts
- Strong operational judgement and the ability to balance risk mitigation with customer experience
- A calm, grounded leadership style that brings steadiness to the team in fast-moving and high-stakes moments
- Experience hiring and managing globally dispersed employees is a plus
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Company Overview
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