Manager, Premium Support (French/English)

About the role

Airbnb is looking for a bilingual (French/English) Manager to lead its Premium Support team in Ireland. You will be responsible for delivering exceptional customer service, coaching a group of ambassadors, and ensuring high‑quality support for our global community.

Key responsibilities

• Oversee day‑to‑day operations for a team of 10‑15 support ambassadors.
• Act as the highest escalation point for complex, sensitive, or urgent cases that could impact the brand.
• Conduct regular one‑on‑one meetings, provide behavior‑based coaching, and develop performance development plans.
• Define and document best‑practice guidelines for case handling and ensure adherence.
• Maintain appropriate staffing levels, manage onboarding and ongoing training.
• Collaborate with Capacity Planning & Workforce Planning on headcount, coverage, and contingency planning.
• Drive performance at the individual, team, and service levels, holding team members accountable to clear goals.

Required profile

• Strong hospitality mindset with a customer‑first attitude.
• Analytical and organized, able to balance real‑time issues with planned work.
• Proven experience in customer‑service leadership, managing teams of 10‑15.
• Adaptable, proactive, resourceful, and able to work under pressure while maintaining professionalism and confidentiality.

Required skills

• Fluent in French and English (both written and spoken).

What we offer

• Full‑time, on‑site role within a global, fast‑growing tech company.
• Opportunity to shape the support experience for millions of hosts and guests.
• Professional development and coaching resources.