# Supervisor, Community Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Gurugram, India
**Role:** Customer Support
**Experience:** 5+ years
**Skills:** MySQL, Superset, Data Analysis, Nps, Process Improvement, Root Cause Analysis, Stakeholder Management, Team Management, Project Management, Negotiation, Workforce Management
**Posted:** 2026-08-18

> 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.

## Job Description

## 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.

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