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Salary: USD 92,000 - 108,000 / annual
Airbnb is seeking a Supervisor for its Hotels Customer Experience (CX) team to lead and manage a team of Hotel Specialists and Team Specialists supporting guests who book through HotelTonight and hotels who host on HotelTonight and Airbnb. Hotels represent a growing investment area for Airbnb, and this supervisory role sits at the center of that expansion.
In this position, you will coach, motivate, and manage your team to deliver exceptional service to both guests and hotel partners. You'll own end-to-end people strategy and operations, including onboarding, talent development, and engagement. Regular one-on-ones will focus on coaching and development rather than status updates. You'll establish strong connections, translate Airbnb's mission into meaningful goals, and lead with empathy to support and challenge your team to exceed expectations.
You'll manage individual performance to ensure policy compliance and delivery against quality, efficiency, and other performance targets. This includes holding team members accountable fairly and equitably, delivering difficult feedback directly and early, and recognizing strong performance visibly. You'll think critically about policies and procedures to identify opportunities for improvement.
Operationally, you'll lead the team toward company and strategic goals under the Operations Manager's direction, prioritize work based on seasonality and business needs, and collaborate with fellow supervisors and partner management site leads. You'll provide consistent feedback to stakeholders, handle occasional escalated customer issues, own cross-team projects from process changes to service improvements, and contribute to service enhancements as part of a small leadership team.
Key responsibilities include scheduling, time-off approvals, team meetings, and basic HR-related matters. You'll build morale by sharing wins, fostering open dialogue, and creating a sense of belonging. Some travel is required.
**Requirements:**
- Bachelor's degree or equivalent preferred
- At least 5 years of customer service experience
- At least 2 years of experience leading, coaching, or developing others (direct management experience welcome but not required; can include leading peers through projects, mentoring, or serving as go-to resource)
- Previous experience supporting a remote team is a plus
- Ability to remain objective when managing people issues
- Excellent time management, attention to detail, and record-keeping skills
- Passion for mentorship and development
- Solid, direct communication skills (written and verbal)
- Strong analytical skills for solving operational and people management problems
- Empowered decision-making with awareness of financial implications
- Ability to work well in open, collaborative team environments
- Proven capability to respond readily and flexibly to change
- Must be based in one of the following states: Arizona, California, Colorado, Florida, Georgia, Idaho, Illinois, Maine, Maryland, Massachusetts, New Jersey, New York, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, or Washington
