Premium Support Delivery Manager (German)
Airbnb, established in 2007, offers over 5 million hosts a platform to host guests worldwide. As a Premium Support Delivery Manager, you will lead and coach a team of 10-15 ambassadors to deliver exceptional customer service in both English and German.
The Difference You Will Make
You will provide top‑tier customer service management to the Airbnb community. You must be hospitable, analytical, and committed to delivering the highest standards of service through coaching and uplifting your team. This full‑time position is based in Ireland.
A Typical Day
Oversee operational excellence and high‑quality support for community members.
Handle complex, sensitive, or urgent issues, acting as the final escalation point.
Meet with direct reports to review work, provide coaching, and develop performance plans.
Develop and enforce best‑practice guidelines and maintain documentation.
Ensure consistent staffing and ongoing training of ambassadors.
Collaborate with Capacity Planning & WFP on staffing needs and coverage.
Drive ambassador, team, and service performance, including accountability and goal setting.
Identify performance trends, provide corrective actions, and write year‑end reviews.
Communicate vision and priorities through all‑hands meetings.
Own people strategy: hiring, onboarding, talent development, engagement, and wellness.
Manage day‑to‑day duties such as time‑off approvals and talent‑related issues.
Champion diversity, inclusion, ethics, and compliance within the team.
Lead strategic initiatives, cascading changes, and collecting feedback to improve processes.
Your Expertise
8+ years of progressive experience in customer service or operations, 5+ years managing staff and the employee lifecycle.
Demonstrated success in improving team performance as a line manager.
Experience managing real‑time crisis situations and high‑severity cases.
Data analysis and reporting skills to identify performance trends.
Ability to translate strategic goals into actionable plans.
Willingness to work weekends, holidays, and be on‑call.
Your Skills And Competencies
Exceptional leadership, conflict resolution, and coaching abilities.
Strong written and spoken English and German communication.
Organized, resourceful, and detail‑oriented in ambiguous situations.
Customer‑service operations expertise and ability to pass on knowledge.
Strategic thinker with problem‑solving and improvement focus.
Ability to cascade context and lead through change.
Cultural competency and commitment to diversity and inclusion.
Data analysis proficiency (Tableau, SQL, Excel, Google Sheets).
Fluent in English and German.
Our Commitment to Inclusion & Belonging
Airbnb seeks talent from the broadest pool possible. We believe diverse ideas drive innovation and engagement.
How We'll Take Care of You
Annual salary range: €70,000—€90,000 EUR. This role may also be eligible for bonus, equity, benefits, and employee travel credits.
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