About the job
Founded in 2007, Airbnb revolutionized the way people travel by connecting hosts and guests from over 220 countries. With a diverse community of more than 5 million hosts, we empower guests to experience authentic local cultures through unique stays and memorable experiences.
Join Our Dynamic Community:
At Airbnb, we strive to create a world where everyone feels they belong, and our AirCover team plays a pivotal role in this mission. We advocate for both hosts and guests during challenging situations, ensuring trust and safety remain our top priorities. Our fast-paced environment demands swift, well-informed decisions that uphold our values.
We are seeking a resilient and adept leader who thrives under pressure and can effectively navigate complex escalations. This individual will manage multiple high-impact cases, demonstrating sound judgment even with limited information and providing clear guidance to both team members and senior stakeholders. Acting as the operational leader for Service Recovery in the absence of the Operations Manager is a critical aspect of this role.
This position requires a strategic thinker with exceptional stakeholder management skills, capable of building and nurturing a high-performing team of escalation specialists who engage confidently with executives.
Your Impact:
As a Service Recovery Supervisor, you will lead your team in delivering exemplary support during our most sensitive and urgent escalations. You will manage competing priorities, navigate ambiguity, and ensure our responses are rigorous, consistent, and empathetic, even under pressure. Additionally, you will help shape our overall AirCover escalation strategy while mentoring your team to become trusted escalation experts.
A Day in the Life:
Team Leadership & Operations
- Oversee and implement a comprehensive people strategy for the team, including onboarding, skill development, continuous feedback, and performance evaluation.
- Act as the lead during high-pressure situations, ensuring team coordination and effective resolution of escalations.

