⏳ Last Date to Apply: Not Specified
Airbnb Supervisor, Executive Escalations Recruitment 2026: Apply Online
Supervisor, Executive Escalations
Job Overview
About the Role
Airbnb is seeking a highly motivated and experienced Supervisor for our Executive Escalations team in Gurugram, India. The Executive Escalations team leverages Community Support expertise across functions holistically, providing exceptional service and reducing brand risk by handling the most critical contacts. As a Supervisor, you will manage a team of CS Experts in the region to support operations and brand protection. The Escalations team assesses risk on urgent situations, gets them handled by the correct teams, and effectively closes those that require their expertise. You will navigate the organization to effectively close the loop on common customer and agent pain points. To succeed in this role, you must be a master of adaptability and agility, navigating ambiguities and changes to progress the business.
The Difference You Will Make
In this role, you will make a significant impact by:
- Welcoming Ambiguity: Effectively articulating the need for change and encouraging optimism in those around you. Performing at a high level even during times of uncertainty, trusting your instincts, and moving forward confidently.
- Taking Initiative: Investing your energy into new challenges, identifying opportunities to contribute or make things better without waiting to be asked, and proposing solutions within and outside your immediate scope.
- Building & Nurturing Engaged Teams: Driving engagement, motivating team members, prioritizing the team’s needs, and fostering an unselfish, collaborative environment.
- Delegating Effectively: Sharing responsibility while taking ultimate accountability for results, communicating clear assignments, expectations, and timelines, and avoiding micromanagement.
- Managing Vision & Purpose: Articulating a compelling, inclusive vision for the future, recruiting enthusiastic support, and clearly communicating how the team’s work contributes to Airbnb’s mission.
A Typical Day and Key Responsibilities
Your daily activities will revolve around three core pillars:
- People Strategy & Engagement: Owning and managing end-to-end people strategy, driving onboarding, talent development, and people engagement. You will lead with empathy, establish approachability, and enable professional and personal growth through feedback, 1-on-1s, and expectation setting. You will also handle day-to-day management duties like scheduling, shift approvals, and basic HR-related issues.
- Performance Accountability: Managing internal team performance and resources to mitigate brand risk. You will hold team members accountable to their performance KPIs in a fair and equitable manner, coaching them positively to develop their skills. You will also evaluate policies and procedures to identify opportunities to improve CS services performance.
- Operational Execution: Leading the team towards executing strategic goals, collaborating with the Operation Manager for service improvements, and managing the execution of complex, sensitive, or urgent issues that pose a significant risk to the brand. You will develop a team of CS and Brand risk experts capable of collaborating with E-Staff members and functional stakeholders.
Our Commitment to Diversity and Inclusion
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions. All qualified individuals are encouraged to apply. Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities.
Key Job Details
| Company Name | Airbnb |
| Job Role | Supervisor, Executive Escalations |
| Experience | At least 3 years of experience leading as a supervisor |
| Salary Range | Competitive Base Salary + Allowances + Equity + Travel Credits |
| Job Type | Full-Time |
| Work Mode | Onsite / Hybrid |
| Openings | Not Mentioned |
| Job Location | Gurugram, India |
Key Responsibilities
- Own and manage end-to-end people strategy and operations within the team, including onboarding, talent development, and engagement.
- Ensure employee happiness by creating strong connections and translating Airbnb’s mission into clear goals.
- Lead with empathy to support and challenge the team to meet and exceed performance expectations.
- Manage day-to-day duties such as scheduling, shift approvals, 1-on-1 meetings, and basic HR-related issues.
- Hold team members accountable to performance KPIs through positive coaching and customized skill development.
- Evaluate policies and procedures to identify opportunities to improve CS services performance.
- Collaborate with the Operation Manager to build recommendations for service improvements and regional prioritization.
- Manage the execution of complex, sensitive, and urgent issues posing significant brand risk.
Requirements & Qualifications
- At least 3 years of experience leading as a supervisor, inspiring and motivating teams to meet operational goals.
- Passionate about Community Support and its importance to the company’s mission.
- Clear, concise communicator with the ability to build collaborative and positive relationships.
- Strong analytical skills with the ability to tell a story with data and metrics (MySQL/Superset knowledge is a plus).
- Flexibility and adaptability to work well in an ambiguous environment.
- Experience with process improvements and root cause analysis.
- Strong negotiation and communication skills.
- Senior stakeholder management expertise.
Required Skills
- People Leadership & Coaching
- Escalation & Crisis Management
- Brand Risk Mitigation
- Data Analysis (MySQL, Superset)
- Stakeholder Management
- Process Improvement & Root Cause Analysis
- Negotiation & Conflict Resolution
- Effective Communication
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
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