The difference you will make:

In your role as a Segment Manager, you will specialize in creating bespoke service offerings for small groups of key users at Airbnb. Key groups may include Superhosts, Core Hosts, Guests, and other strategically important users. These offerings might span across many current services (such as Community Education, Aircover, Safety, Claims, Payments, and Social Media). You will work as part of the overall Strategy team in Community Support, owning the end to end support journey for these key segments of users.

A typical day:

To be successful in this role, you should have a deep knowledge of customer support operations and functional expertise in service design (or willing to learn!). You will work directly with business partners outside of CS to understand the different groups of users and build support offerings for them.

• Identifying key user groups: You will work closely with business partners around the company to deeply understand the needs of key groups of hosts and guests and determine when these users may require a bespoke support offering
• Designing end-to-end support journey: You will build the ideal state end-to-end support experience for these users, from determining what kind of self-solve options are offered to these users, how they access support, what type of agents handle their contacts, how these contacts are handled and how we close the loop with these users
• Develop business requirements: You will convert your service design into actionable plans, and lead our product, operations and other functional teams through the delivery of these requirements
• Close the loop: After launching an offering, you will be a key sponsor for these users within the CS organization, ensuring the offering stays relevant, supporting our operations teams to troubleshoot problems and continuously improve the offering, hosting listening sessions directly with the users and reporting back to your business partners on performance and user satisfaction.

Your expertise:

• 8-10 years experience and at least 2 years experience working in customer support functions
• Excellent communication and storytelling skills
• Data fluency (ability to collect relevant data and synthesize it to support your story)
• Experience with end-to-end service design
• Ability to develop strong business proposals to influence leadership, and clear business requirements to guide teams
• Experience managing projects involving cross-functional teams, exercising high-level analytical and problem solving skills
• Self-motivated and proactive. More than comfortable maneuvering ambiguity and defining own roadmap, even as priorities change
• Experience in building customer support offerings for high value customers (preferred but not required)

How we'll take care of you:

Our job titles may span more than one career level. The starting base pay for this role is between $150,000 and $185,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Airbnb,Inc. can employ in states where we have registered entities. Currently, employees cannot be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware and Rhode Island. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: reasonableaccommodations@airbnb.com.