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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 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.