Supervisor, Payments

The Community You Will Join:

The Customer Service Payments (CSP) team acts as a vital bridge between our customers and the complex ecosystem of global payment processing. We assist with issues ranging from payouts and refunds to transaction errors and platform-related payment failures.

As a Payments Supervisor, you will lead a team of specialists to deliver timely and accurate resolutions while ensuring the highest standards of support. You will be responsible for managing team performance across key KPIs, ensuring alignment with service delivery goals, and championing initiatives that enable Airbnb to rank #1 across core performance metrics. You will also play a key role in driving strategic projects that improve efficiency, accuracy, and customer satisfaction across the payments journey.

The Difference You Will Make:

• Unreasonable Hospitality and Learning with Agility:
  You go above and beyond in every customer interaction, delivering exceptional support even in high-stakes payment-related situations. Your ability to learn quickly and apply new skills enables you to adapt to evolving payment flows and tools.
• Managing Time Efficiently:
  You know how to prioritize time-sensitive and high-impact issues like delayed payouts or refund failures. Your time management ensures team productivity and minimal customer disruption.
• Welcoming Ambiguity:
  Payments can be complex. You lead your team through uncertain situations with confidence, asking the right questions, and making thoughtful decisions even without full information.
• Taking Initiative to Solve Problems:
  Whether identifying trends in transaction failures or proactively resolving partner payout delays, your solutions are rooted in analytical thinking, ownership, and a deep understanding of the end-to-end payments process.
• Building & Nurturing Engaged Teams:
  You foster a culture of care, support, and accountability. By keeping the team informed, empowered, and motivated, you help create a high-performing, deeply engaged support function.
• Managing Vision & Purpose:
  You connect the dots between daily casework and Airbnb’s larger goals around trust and reliability in financial transactions. You rally the team around our mission to make every payment seamless and trustworthy.

A Typical Day:

• Performance Management: Own team operations, onboarding, engagement, and ongoing development. Lead your team in meeting or exceeding targets around accuracy, SLA, customer satisfaction, and strategic initiatives.
• Partner Collaboration: Act as a liaison between CSP and payment processors, banks, and cross-functional teams. Develop a communication plan to keep partners aligned and escalate systemic issues effectively.
• Complex Case Ownership: Lead your team through high-risk or sensitive issues like payout fraud, currency mismatches, and delayed large-amount transactions.
• Strategic Projects: Drive initiatives that improve payment flows, reporting accuracy, and customer satisfaction. Use data to recommend and pilot scalable improvements.
• Documentation & Reporting: Maintain robust documentation of payment flows, resolution playbooks, performance dashboards, and feedback/coaching records.
• Cross-functional Support: Participate in stakeholder calls, ops reviews, and cross-functional working groups, providing SME-level insight into payments support.
• Coaching & Growth: Enable professional and personal growth through tailored coaching, regular one-on-ones, and feedback.
• Operational Excellence: Handle scheduling, shift planning, HR escalations, and ensure compliance with policy and audit readiness.

Your Expertise:

• Bachelor’s degree or equivalent
• Availability to work 40 hours a week including weekends or shifts
• 5 years of leadership experience in a fast-paced support environment
• Strong background in payment operations, financial systems, or payment-related customer support
• Deep understanding of dispute resolution and managing high-risk financial transactions
• Metrics-driven mindset with a proven track record in leading teams to exceed targets
• Project management skills with an ability to drive cross-functional initiatives
• Strong verbal/written communication, stakeholder management, and conflict resolution skills
• Comfortable working with third-party vendors, processors, and internal teams to resolve escalations
• High level of discretion and integrity when handling sensitive financial data

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.

Offices: Gurugram, India