**Job Title:** Online Support Manager
**Company:** Airbnb
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8+
### Job Description
Airbnb is on the lookout for a dedicated and resourceful Online Support Manager to join our team in Washington, D.C. This part-time position is ideal for someone who possesses a wealth of experience in customer service and support roles, is passionate about improving the online experience for our users, and has a deep understanding of the travel and hospitality industries.
### Key Responsibilities
- **Leadership & Strategy Development:**
- Design and implement support strategies that enhance user satisfaction and ensure quick resolutions to issues faced by our customers.
- Analyze current support processes and drive improvements based on feedback and service performance metrics.
- **Team Management:**
- Supervise and train a team of online support representatives, ensuring they are equipped with the necessary tools, knowledge, and resources to provide exceptional service.
- Foster a collaborative and respectful working environment through regular team meetings, coaching, and mentoring.
- **Customer Interaction:**
- Act as a point of escalation for complex or high-profile customer issues, utilizing strong problem-solving skills to reach satisfactory resolutions.
- Maintain a high level of customer satisfaction by responding to client inquiries via digital channels (email, chat, and social media) and ensuring prompt follow-up.
- **Quality Assurance:**
- Monitor support interactions to evaluate quality and adherence to company policies. Provide constructive feedback and develop strategies for continuous improvement.
- Collect and analyze customer feedback to identify trends and areas for improvement in service delivery.
- **Collaboration with Cross-Functional Teams:**
- Liaise with product and technical teams to communicate customer needs and advocate for product enhancements based on user feedback.
- Collaborate with marketing and other relevant departments to ensure consistency and quality in all customer communications.
- **Reporting & Analytics:**
- Develop and maintain reporting metrics to track performance against service level agreements (SLAs) and key performance indicators (KPIs).
- Prepare monthly reports for senior management highlighting team achievements, challenges, and areas for future growth.
### Requirements
- **Experience:**
- Minimum of 8 years of experience in customer support or a related field, preferably in the hospitality or travel industry.
- Previous experience in a managerial or supervisory role is highly desirable.
- **Education:**
- Bachelor's degree in Business Administration, Hospitality Management or a related field.
- **Skills & Attributes:**
- Strong research abilities to gather data surrounding customer interactions and improve service delivery.
- High emotional intelligence and empathy to handle customer concerns effectively and with understanding.
- Proven ability to analyze data and make strategic decisions to improve service outcomes.
- Hardworking and reliable, with strong organizational skills to manage multiple projects and priorities effectively.
### Benefits
- Medical Coverage
- Retirement Plan
- Company Transportation
### Working Environment
At Airbnb, we strive for a harmonious workplace where collaboration and respect prevail. We believe that diverse perspectives contribute to innovative solutions. Our team is passionate about creating an inclusive environment that empowers each individual.
### Application Deadline
Please submit your application by **October 4, 2024**.
### Equal Opportunity Statement
Airbnb is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, lifestyles, and experiences. All employment decisions are made based on qualifications, merit, and business needs.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
