Jobs at Airbnb

Manage and grow a book of professional host accounts and supply acquisition in assigned territories. Build partner relationships, meet sales goals, analyze data to inform strategy, onboard high-quality supply, provide product and integration support, represent Airbnb externally, and collaborate cross-functionally to drive market success.

The Specialist in Safety will manage complex safety concerns for Airbnb's community, offering support for various threatening situations via multiple communication channels. The role requires strong interpersonal skills, problem-solving abilities, and the capability to handle sensitive information responsibly.

The role involves managing security concerns for the Airbnb community, addressing complex cases, interacting with customers, providing support, and ensuring confidentiality. Candidates should demonstrate strong communication skills and the ability to handle sensitive situations effectively.

Lead and coach a team of ~10–15 customer support ambassadors to deliver high-quality support. Manage complex and sensitive escalations, drive performance through coaching, staffing and workforce planning, analytics and reporting, process improvements, hiring/onboarding, and execution of strategic initiatives while promoting diversity, inclusion, and operational excellence. Must be adaptable, calm under pressure, and available for weekends/holidays/on-call.

Lead and manage a 10-15 person customer service team delivering high-quality, sensitive issue resolution. Drive performance through coaching, staffing, reporting, and operational improvements. Collaborate on capacity planning, support strategic initiatives, and ensure team development, diversity, and accountability while handling high-severity escalations and crisis situations.

Diriger et encadrer des équipes d'assistance (10–15 personnes) pour gérer escalades sensibles, améliorer performances, piloter staffing et formation, assurer coaching, recrutement, reporting data-driven et soutenir projets d'optimisation opérationnelle. Disponible le week-end et jours fériés.

Lead and coach multiple layers of customer service managers to ensure high-quality, timely support. Oversee staffing, performance management, escalation handling for sensitive cases, capacity planning, and process improvements. Drive people strategy, talent development, and cross-functional initiatives while using data analysis to monitor and raise service performance.

Lead workforce forecasting, capacity and staffing planning, vendor management and scheduling for operations teams. Produce realtime operational reporting and executive summaries, prioritize projects, integrate AI and automation, measure ROI, identify risks, improve partner efficiency, and lead large cross-functional initiatives from strategy to execution.

Lead capacity planning, demand forecasting, staffing and utilization for scaled and revenue operations. Own project intake, governance, vendor performance, and executive reporting. Use data and AI to optimize vendor mix, staffing, ROI, and operational risk, and drive cross-functional decisions and efficiency improvements.

Provide end-to-end, high-touch customer support for Hosts and Guests (including Luxury segment) in English and Portuguese. Manage complex, high-stakes cases autonomously, negotiate resolutions, collaborate cross-functionally, support team improvements, mentor new hires, and be on-call for emergencies outside business hours.

Provide end-to-end, high-touch customer support for high-value reservations (including Luxury), owning complex and sensitive cases, negotiating between hosts and guests, working autonomously, collaborating with cross-functional stakeholders, mentoring and supporting team improvements, and delivering personalized, hospitality-level service across channels.

Frontline premium customer support specialist handling complex, high-value reservation issues end-to-end. Owns cases, mediates between hosts and guests, applies Airbnb policies, works cross-functionally (Legal, Policy), provides operational feedback, mentors teammates, and supports emergency on-call coverage and evolving team responsibilities.

Responsible for implementing cross-functional programs to drive community support goals, managing multiple projects, and collaborating with executives to ensure successful delivery.

As a Community Support Program Manager, you will implement large-scale, cross-functional programs aligned with organizational goals, driving community support initiatives and influencing stakeholders at all management levels.

Provide high-touch premium support to Airbnb hosts and guests: resolve complex booking and account issues, escalate to internal teams, and maintain service quality. Posting indicates a French-language posting and Canadian pay range.

Provide end-to-end premium bilingual (French/English) customer support to Airbnb hosts and guests across channels (phone, chat, messaging, social). Manage complex cases, resolve issues with high satisfaction, collaborate with internal stakeholders, document best practices, mentor teammates, and work scheduled shifts including evenings, weekends and holidays while maintaining confidentiality and professionalism.

Provide end-to-end premium customer support in English and French across channels (phone, chat, messaging), manage complex cases to final resolution, personalize high-touch service for guests and hosts, collaborate with stakeholders, document improvements, and support team training and escalation processes. Must be flexible to shift changes and evolving responsibilities.

Lead and coach a bilingual (FR/EN) customer service team of ~10-15 ambassadors, manage escalations and high-severity incidents, drive performance through data analysis and reporting, handle staffing/hiring and talent processes, implement operational best practices, and support strategic delivery and continuous improvement initiatives. Requires on-call, weekend and holiday availability.

Lead and coach a team of ~10-15 customer service ambassadors, manage high-severity escalations, drive performance through data analysis and reporting, hire and develop talent, maintain operational quality and staffing, and support strategic delivery and process improvement initiatives. Must be bilingual (English/French) and able to work weekends, holidays, and on-call.