Chef d'équipe, Rétablissement de service

Airbnb is looking for a resilient and highly qualified Team Lead, Service Recovery to lead the service recovery team in providing first-line support during sensitive and critical escalations. The ideal candidate will have 4-6 years of experience in leading teams in high-pressure escalation, crisis management, or risk-related environments.

Requirements

• 4-6 years of experience in leading teams in high-pressure escalation, crisis management, or risk-related environments
• Confirmed experience in managing incidents in a fast-paced environment
• Strong performance management skills and experience in developing high-caliber escalation specialists or risk experts
• Exceptional written and verbal communication skills, including the ability to write narratives for executive leadership under pressure
• Proven ability to influence and align high-level stakeholders, even when priorities or perspectives differ
• Strong analytical ability and ease in making decisions in ambiguous and evolving contexts
• High operational judgment and ability to balance risk mitigation with customer experience
• A calm and composed leadership style that brings stability to the team during times of tension and rapidity
• Experience in hiring and managing globally distributed employees is an asset

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Employee Travel Credits