Manager, Premium Support (French/English)

📋 Description

• Oversee CS teams delivering premium support to Airbnb community.
• Manage escalations, crisis cases, and high-risk issues for the brand.
• Coach and develop direct reports with performance plans.
• Set staffing levels, onboarding, and ongoing training.
• Guide service targets and quarterly vision with stakeholders.
• Collaborate with Capacity Planning and WFP on headcount.

🎯 Requirements

• 8+ years in customer service or operations.
• 5+ years direct staff management.
• Experience managing high-severity cases and crisis decisions.
• Data analysis and reporting to identify trends.
• Translate goals into actionable plans; set targets.
• Fluent in English and French.
• Willing to work weekends/holidays/on-call.

🎁 Benefits

• Inclusive culture and belonging.
• Flexible remote work in Ireland.
• Career development and coaching.
• Transparent performance feedback and reviews.
• Wellness and work-life balance.
• Competitive benefits package.