Appeals Supervisor

The Community You Will Join:

The Appeals team receives contacts from users who want to contest a punitive action taken on their account or listing. The Supervisor, Appeals is responsible for managing the performance and quality of their team, monitoring team performance as measured by agreed-upon service delivery targets and key performance indicators, and mentoring, coaching, and professionally developing the specialists on their team.

The Difference You Will Make:

• Unreasonable Hospitality and Learning with Agility: You embody unreasonable hospitality by going above and beyond in every interaction, ensuring an exceptional experience for others. You swiftly tackle new challenges by acquiring the necessary skills and techniques with efficiency. Proactive in seeking improvement, you embrace versatility and adaptability. Whether experimenting with new approaches or adjusting strategies based on past experiences, your agile learning mindset ensures you stay ahead and continue to innovate.
• Managing Time Efficiently: You respect the value of time, using it with precision and effectiveness. By prioritizing crucial tasks and planning strategically, you structure your day to optimize productivity. Your organizational skills support successful multitasking, allowing you to achieve goals efficiently while adapting to changing demands.
• Welcoming Ambiguity: Embracing change with composure, you navigate uncertainty with grace. By asking insightful questions and seeking clarity, you avoid assumptions and encourage a positive outlook. Your confidence in your instincts and past experiences empowers you to excel even when details are incomplete, and you are adept at delegating tasks as needed. Your role as an early adopter further demonstrates your readiness to lead through ambiguity.
• Taking Initiative to Solve Problems: Your proactive approach drives you to seize opportunities and address challenges without waiting for direction. With minimal planning, you can act independently to identify and resolve issues, both within your scope and beyond. Your ability to diagnose root causes and uncover subtle problems, combined with creative and logical solutions, allows you to effectively tackle a variety of challenges and improve outcomes.
• Building & Nurturing Engaged Teams: You understand the power of an engaged team and excel at motivating and uniting people. By prioritizing the team’s needs and fostering a collaborative environment, you create a supportive and high-performing team dynamic. Your selflessness and focus on collective success enhance overall team engagement and effectiveness.
• Managing Vision & Purpose: You articulate a compelling and inclusive vision that anticipates future trends and possibilities. Your contagious optimism inspires and recruits enthusiastic support, aligning others with the mission and goals. By clearly conveying how the team’s work contributes to broader objectives, you effectively steer efforts toward shared success.

A Typical Day:

• Performance management: Own and manage end-to-end people strategy and operations within the team. This includes driving onboarding, talent development and people engagement.
• Partner management: Developing a communication plan to engage Partners effectively. This includes establishing regular communication channels, providing updates, and addressing any concerns or queries they may have
• Team Support: Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community. Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on cases and other escalated issues to refine subject matter expertise.
• Performance Accountability: Manage both team and individual performance and resources to ensure compliance with policies and SLAs. Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way.
• Documentation and Reporting: Maintaining and updating team documentation, including meeting notes, coaching/feedback and progress reports. This can include documenting team processes, ensuring documentation is up-to-date and easily accessible, and preparing reports for managers or stakeholders.
• Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
• Supporting leadership by attending operations and working-group meetings while working closely with other supervisors, other team coordinators, and other cross-functional teams.
• Assisting in the planning, coordination, and tracking of tasks and deliverables within the team. This can involve creating project timelines, assigning tasks, monitoring progress, and following up on deadlines
• Enable professional and personal growth through supporting and challenging your team with feedback, one-on-ones, enabling opportunities, expectation-setting, and other growth tools at your disposal. 
• Lead with empathy to establish approachability in order to care about, support, and challenge the team to meet and exceed expectations.
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc.).

Your Expertise:

• Bachelor’s Degree or equivalent
• Availability to work 40 hours a week, available to work weekends and/or different shifts
• Must be Resolutions trained. Understanding of Atrium is a must
• At least 2-4 years of experience leading, inspiring and motivating teams to meet operational goals and targets; 
• Experience managing complex, escalated cases with elevated media or legal risk
• Strong metrics-based performance management skills
• Project management experience
• Ability to work and solve problems independently, collaboratively, or through delegation.
• Excellent communication, both written and spoken, negotiation,  and conflict resolution skills.
• Ability to understand and execute policies and procedures
• Ability to maintain confidentiality during investigations
• Experience working with internal stakeholders and  third party providers to resolve complex disputes in a detailed, effective and timely manner

Our Commitment To Inclusion & Belonging:

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.

 This is a 5 days WFO role with rotational shifts.

Offices: Gurugram, India