OperationsAI Generated
Supervisor, Community Support — Lead Airbnb's #1 Support Site & Build Winning Teams (Gurugram, India)
AirbnbGurugram, India
Airbnb's Community Support organization is the voice of the brand — 20,000+ ambassadors serving millions of travelers and hosts every year. In Gurugram, they're looking for a Supervisor who can lead a team to excellence and keep their site at the #1 position in the network. This is a people-first leadership role where data, coaching, and customer obsession meet.
The Difference You'll Make
- Strengthen and maintain the site's position as the #1 site in the network, consistently
- Drive team success on key metrics like NPS and Ownership
- Ensure timely, quality support for the Airbnb Community
A Typical Day
- Drive the team to meet and exceed metric expectations through regular check-ins
- Handle day-to-day management: scheduling, shift approvals, team and one-on-one meetings
- Be a confident problem solver — bring data-driven insights and build a solutions-oriented environment
- Constantly evaluate workflows to make them more efficient, relevant, and valuable
- Understand top user issues and make recommendations to improve Airbnb products and policies
- Stay connected to the customer: at least one hour per week working tickets and handling escalated issues
Your Expertise
- At least 5 years leading as a supervisor, inspiring teams to hit operational goals
- Passion for Community Support and an understanding of its role in Airbnb's mission
- Clear, concise communication and strong relationship-building
- Strong analytical skills — able to tell a story with data and metrics (MySQL, Superset a plus)
- Experience with process improvements and root cause analysis
- Comfort with flexible shifts (24×7) and working from office in Gurugram
Why This Role
You'll partner with Quality, Compliance, Training, and Workforce Management to develop your team's careers — with real ownership over outcomes that show up in Airbnb's numbers. If you love developing people and improving processes at scale, this is a leadership role with measurable impact.
🚀 Ready to Apply?
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