Supervisor, Community Support

Supervises a Community Support team, driving operational metrics, service quality, process improvements, and customer advocacy. The role requires at least five years of supervisory experience, strong analytical and stakeholder-management skills, and willingness to work flexible shifts from the Gurugram office.

About the job

Responsibilities

Manage a team of Community Support specialists serving the worldwide Airbnb community.
Partner with Quality, Compliance, Training, Workforce Management, and other functions to drive team excellence.
Strengthen and maintain the site's position in the network as the number-one site.
Drive success on key metrics, including NPS and ownership.
Ensure timely, high-quality support to the Airbnb community.
Drive the team to meet and exceed metric expectations through regular check-ins and data-informed action plans.
Manage scheduling, shift approvals, team meetings, and one-on-one meetings.
Create a solutions-oriented environment and use data-driven insights to solve problems.
Identify and implement improvement opportunities.
Evaluate workflows and improve their efficiency, relevance, and value.
Identify top user issues and recommend improvements to products and policies.
Help the team represent the voice of the customer across the company.
Spend at least one hour per week handling support tickets and manage occasional escalated issues.
Lead or participate in projects outside the department as assigned.

Requirements

At least 5 years of experience leading teams as a supervisor and motivating teams to achieve operational goals and targets.
Passion for Community Support and alignment with the company's mission.
Clear, concise communication and the ability to build collaborative relationships.
Ability to write business memos proposing changes or solutions.
Strong analytical skills and the ability to communicate insights through data and metrics.
Flexibility and adaptability in an ambiguous environment.
Experience with process improvement and root cause analysis.
Strong negotiation and communication skills.
Experience managing senior stakeholders.
Experience managing individual contributors, coaching on time-management efficiency, project-management fundamentals, consistent delivery, and effort-versus-impact prioritization.
Track record of innovation and strong execution.
Ability to work flexible 24/7 shift schedules.
Ability to work from the office in Gurugram.
Graduation from a recognized AICTE university is required.

Nice to Have

Knowledge of MySQL and Superset.

Skills

MySQL, Superset, Data Analysis, Nps, Process Improvement, Root Cause Analysis, Stakeholder Management, Team Management, Project Management, Negotiation, Workforce Management