Airbnb · 4 days ago
Supervisor, Service Recovery
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $115K/yr
4+ years expAirbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. They are seeking a Supervisor for the Service Recovery team to manage high-pressure escalations, guide the team in delivering support during sensitive situations, and build strong relationships with senior stakeholders. The role requires exceptional leadership skills and the ability to handle complex cases with sound judgment.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
Own and manage end-to-end people strategy for the team: onboarding, capability building, continuous feedback, and performance management
Serve as the primary leader during high-pressure moments or when the Operations Manager is not available, ensuring continuity of service, judgement, and decision-making
Build a culture of accountability, clarity of expectations, and operational discipline across the team
Drive high-velocity prioritization, helping the team manage multiple urgent escalations while maintaining quality and adherence to protocols
Create and own monitoring metrics to ensure best-in-class community service
Oversee the handling of complex, sensitive, and time-critical escalations that carry brand, legal, financial, or trust risk
Serve on call as needed for incident response
Act as escalation point for point specialists and analysts for executive-level escalations, major incidents, and cross-functional escalations requiring fast, senior-level decision-making
Provide hands-on support for the most challenging cases, ensuring direction, narrative consistency, and airtight risk mitigation
Strengthen the team’s ability to independently handle high-judgement work by creating frameworks, playbooks, and escalation routing clarity
Build strong relationships with senior stakeholders across Legal, Fraud and Safety Ops, Community Policy, Product, and Market Operations
Communicate effectively with executive audiences, synthesizing complex information and recommending a clear path forward under tight timelines
Influence cross-functional partners to drive resolution, unblock key decisions, and improve operational readiness for emerging risks
Identify systemic weaknesses across processes, policies, and tools — and drive measurable improvements
Partner with the wider AirCover and Scaled Ops teams to shape roadmaps, strengthen safeguards, and refine how we manage high-stakes escalations globally
Lead or contribute to cross-functional projects that enhance the escalation ecosystem from end to end
Qualification
Required
4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments
Proven experience of incident management in a fast-paced environment
Demonstrated ability to manage multiple urgent, complex cases simultaneously without sacrificing quality or judgement
Strong performance management skills and experience developing individuals into senior-calibre escalation or risk specialists
Exceptional written and verbal communication skills, including the ability to craft executive-ready narratives under time pressure
Proven ability to influence and align senior stakeholders, even when priorities or perspectives differ
High analytical capability and comfort making decisions in ambiguous, evolving contexts
Strong operational judgement and the ability to balance risk mitigation with customer experience
A calm, grounded leadership style that brings steadiness to the team in fast-moving and high-stakes moments
Preferred
Experience hiring and managing globally dispersed employees is a plus
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
2026-01-20
2026-01-17
Company data provided by crunchbase