Supervisor, Service Recovery

Airbnb is seeking a Supervisor, Service Recovery to lead a team in delivering best-in-class support during sensitive, time-critical escalations. The role requires a strategic mindset, exceptional stakeholder management capability, and the ability to build and develop a high-performing team.

Requirements

• 4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments
• Proven experience of incident management in a fast-paced environment
• Strong performance management skills and experience developing individuals into senior-calibre escalation or risk specialists
• Exceptional written and verbal communication skills, including the ability to craft executive-ready narratives under time pressure
• Proven ability to influence and align senior stakeholders, even when priorities or perspectives differ
• High analytical capability and comfort making decisions in ambiguous, evolving contexts
• Strong operational judgement and the ability to balance risk mitigation with customer experience
• A calm, grounded leadership style that brings steadiness to the team in fast-moving and high-stakes moments

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance