At a glance
- Workplace
- Remote
- Location
- Remote
- Salary
- USD 92,000-108,000 · Base salary
About the role
- As a Hotels CX Supervisor, you'll coach, motivate, and manage a team of Hotel Specialists and Team Specialists, making sure they have what they need to serve guests and hotel partners exceptionally.
- You'll work closely with Hotels CX leadership to evaluate and manage team performance and quality, and to execute the processes and policies that deliver a seamless experience.
Responsibilities
- Own and manage end to end people strategy and operations within your team, including onboarding, talent development, and engagement.
- Hold regular one on ones, used for coaching and development rather than status updates.
- Ensure engagement by building strong connections and translating Airbnb's mission into meaningful, clear goals for your team.
- Lead with empathy to establish approachability, and to support and challenge the team to meet and exceed expectations.
- Handle day to day management duties: scheduling, time off approvals, team meetings, and basic HR related matters.
- Manage individual performance to ensure policy compliance and delivery against quality, efficiency, and other performance targets.
- Hold team members accountable fairly and equitably by setting clear expectations, following up individually, and coaching in a way tailored to each person.
- Prioritize the team's work based on seasonality and the needs of guests, hotel partners, and the business.
- Handle occasional escalated issues to stay connected to the customer.
- Own projects beyond your team's day to day scope, from process changes to service improvements, and carry them through to landing.
Requirements
- At least 5 years of customer service experience
- At least 2 years of experience leading, coaching, or developing others
- Ability to remain objective when managing people issues
- Excellent time management skills, attention to detail, and record keeping
- Passion for mentorship and development
- Solid, direct communication skills, written and verbal
- Strong analytical skills, with the ability to find solutions to operational and people management problems
- Empowered decision making, with awareness and sensitivity to the financial implications of decisions
- Ability to work well in an open, collaborative team environment
- Proven capability of responding readily and flexibly to change
Preferred qualifications
- Bachelor's Degree or equivalent preferred
- Previous experience supporting a remote team a plus
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Workplace
- Some travel required.
- Must be based in Arizona, California, Colorado, Florida, Georgia, Idaho, Illinois, Maine, Maryland, Massachusetts, New Jersey, New York, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, or Washington.
