Manager, Premium Support (Italian/English)

About the role

Airbnb is looking for a bilingual Manager to lead its Premium Support team, delivering top‑tier service to hosts and guests in both Italian and English. Based in Ireland, this full‑time role combines operational leadership with hands‑on coaching to ensure a high‑quality, responsive support experience.

Key responsibilities

• Oversee a team of 10‑15 support ambassadors, ensuring consistent, high‑quality assistance for the Airbnb community.
• Act as the highest escalation point for complex, sensitive, or urgent cases that could impact brand reputation.
• Conduct regular one‑on‑one meetings, provide behavior‑based coaching, and develop performance improvement plans.
• Define and document best‑practice guidelines, ensuring adherence across the team.
• Maintain appropriate staffing levels, coordinate onboarding, and drive ongoing training initiatives.
• Collaborate with Capacity Planning and Workforce Planning to set headcount targets and manage coverage.
• Monitor and drive performance metrics at the ambassador, team, and service levels.

Required profile

• Proven experience managing customer‑service teams of 10‑15 members.
• Strong analytical mindset with the ability to balance real‑time and planned work.
• Excellent communication skills in both Italian and English.
• High level of professionalism, confidentiality, and adaptability in a fast‑paced environment.
• Demonstrated ability to coach, develop, and motivate team members.

Required skills