Supervisor, Executive Escalations

About the role

Airbnb is seeking a Supervisor for its Executive Escalations team. In this role you will lead a group of Customer Service Experts who handle the most critical and high‑risk guest and host issues, ensuring swift resolution and protecting the brand.

Key responsibilities

• Manage and coach a regional team of escalation specialists.
• Assess urgent situations, route them to the appropriate internal teams, and oversee closure.
• Collaborate with cross‑functional stakeholders to provide closed‑loop feedback and reduce recurring pain points.
• Identify systemic risks and drive process improvements to enhance efficiency.
• Maintain high standards of service quality while balancing brand protection.

Required profile

• Proven ability to thrive in ambiguous, fast‑changing environments.
• Strong initiative‑taking mindset; comfortable acting with minimal direction.
• Excellent team‑building and motivational skills.
• Effective delegation and accountability practices.
• Visionary communication that inspires and aligns teams.

Required skills

What we offer

• Opportunity to influence a global customer‑experience function.
• Collaborative culture with a focus on continuous learning.
• Competitive compensation and benefits package.