92K–108K USD / year
Supervisor, Hotels
Customer successRemote — United States
Published on 2026-10-20
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Lead and develop a team supporting HotelTonight and Airbnb hotel guests and partners. The Supervisor is accountable for team engagement, service quality, performance, and operational improvements.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
The team
Hotels CX team
What you'll do
- Manage onboarding, development, engagement, scheduling, and day-to-day team operations.
- Coach team members and manage performance against quality, efficiency, and policy targets.
- Prioritize work based on guest, hotel partner, and business needs.
- Handle occasional escalations and lead projects that improve service and processes.
- Collaborate with Hotels CX leadership, fellow Supervisors, and partner management site leads.
What we're looking for
- At least 5 years of customer service experience.
- At least 2 years of experience leading, coaching, or developing others.
- Strong communication, time management, attention to detail, and record-keeping skills.
- Analytical problem-solving and objective people-management judgment.
- Ability to adapt to change and work collaboratively.
- Must be based in one of the states listed in the job posting; some travel is required.
Nice to have
- Bachelor's degree or equivalent.
- Experience supporting a remote team.
- Experience with direct people management.
Benefits
- May be eligible for bonus, equity, benefits, and Employee Travel Credits.