The Community You Will Join: 

The Homes team is responsible for growing Airbnb’s destination business and growing the supply ensuring we maintain a competitive portfolio of Accommodation listings that meet guest expectations for value, variety, and experience. The team also supports hosts globally by enabling efficient planning and execution of growth strategies that align with Airbnb’s mission and resonate with local communities.

The Difference You Will Make:

In this role, you will report to the Asia Pacific Head of Homes and shape the growth and performance of Airbnb’s Homes business across Southeast Asia Leading a  team of high caliber Market Managers across the region, You’ll drive strategies that expand high-quality supply, strengthen host success across every segment, and enhance the guest experience. and set Through close collaboration with cross-functional partners, such as Global Markets, Policy, Legal and Comms  you’ll ensure Airbnb continues to deliver exceptional value to both guests and hosts in every market.

A Typical Day: 

• Lead and inspire a team of Account Managers to grow Airbnb’s Homes and Hotel business across Southeast Asia, expanding partnerships with hosts of all types and driving exceptional business and guest outcomes.
• Lead a team of Acquisition Managers and Vendors to increase the supply of high quality accommodations 
• Build Destination Southeast Asia strategies to grow the destination business directing teams to tailor their approach based on market maturity and host segmentation.
• Design and execute acquisition strategies to bring new, high-quality supply to Airbnb by developing innovative programs, pilots, and local initiatives to reach untapped segments and markets.
• Experiment boldly to unlock new sources of supply - measure results, refine quickly, and turn proven strategies into playbooks that fuel Airbnb’s growth across Southeast Asia
• Collaborate cross-functionally with Global Markets, Marketing, RevOps, Policy, and Product to launch initiatives that improve host performance and accelerate destination growth
• Monitor and own business performance, ensuring markets meet revenue, supply, and quality KPIs while delivering sustainable results that support Airbnb’s broader goals.
• Identify market trends and opportunities, providing solutions to overcome barriers and capitalize on emerging demand or regulatory shifts.
• Coach and develop talent, building a high-performing team culture that values experimentation, accountability, and continuous growth.

Your Expertise:

• 15+ years of experience, in Commercial roles, Strategy, global operations, business development or marketplace management. 
• Industry experience in tech, FMCG or Travel 
• At least 5+ years in a people-leadership role managing and scaling teams.
• Expertise and strong understanding of the Regulated Markets n tech industry. 
• Experience in Management Consulting is a plus.
• Analytical and strategic thinker who uses data and insights to uncover opportunities, shape portfolio strategies, and guide decisions across diverse and evolving markets.
• A combination of operational and commercial skills that will allow you to acquire supply across multiple channels.
• A bold, compassionate, and action-oriented leader with a strong bias for action and a proven ability to develop, coach, and empower high-performing teams.
• Proven ability to influence product, policy, and cross-functional teams to unlock new revenue streams and improve host and market performance.
• Skilled at leveraging tools, dashboards, and analytics to assess performance, identify trends, and drive accountability.
• Demonstrated success in achieving strong results through others, including effective performance management and development of emerging leaders.
• Known for creating a positive, driven, and inclusive team culture grounded in collaboration, transparency, and continuous improvement.
• Recognized as a go-to leader who provides clear direction, constructive feedback, and hands-on business coaching to drive both results and professional growth.
• Highly organized and adept at leading multiple initiatives simultaneously, turning strategy into action and results.
• Previous experience growing supply and building partnerships is highly valued.

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.

The Community You Will Join: 

The Homes team is responsible for growing Airbnb’s destination business and growing the supply ensuring we maintain a competitive portfolio of Accommodation listings that meet guest expectations for value, variety, and experience. The team also supports hosts globally by enabling efficient planning and execution of growth strategies that align with Airbnb’s mission and resonate with local communities.

The Difference You Will Make:

In this role, you will report to the Asia Pacific Head of Homes and shape the growth and performance of Airbnb’s Homes business across Southeast Asia Leading a  team of high caliber Market Managers across the region, You’ll drive strategies that expand high-quality supply, strengthen host success across every segment, and enhance the guest experience. and set Through close collaboration with cross-functional partners, such as Global Markets, Policy, Legal and Comms  you’ll ensure Airbnb continues to deliver exceptional value to both guests and hosts in every market.

A Typical Day: 

• Lead and inspire a team of Account Managers to grow Airbnb’s Homes and Hotel business across Southeast Asia, expanding partnerships with hosts of all types and driving exceptional business and guest outcomes.
• Lead a team of Acquisition Managers and Vendors to increase the supply of high quality accommodations 
• Build Destination Southeast Asia strategies to grow the destination business directing teams to tailor their approach based on market maturity and host segmentation.
• Design and execute acquisition strategies to bring new, high-quality supply to Airbnb by developing innovative programs, pilots, and local initiatives to reach untapped segments and markets.
• Experiment boldly to unlock new sources of supply - measure results, refine quickly, and turn proven strategies into playbooks that fuel Airbnb’s growth across Southeast Asia
• Collaborate cross-functionally with Global Markets, Marketing, RevOps, Policy, and Product to launch initiatives that improve host performance and accelerate destination growth
• Monitor and own business performance, ensuring markets meet revenue, supply, and quality KPIs while delivering sustainable results that support Airbnb’s broader goals.
• Identify market trends and opportunities, providing solutions to overcome barriers and capitalize on emerging demand or regulatory shifts.
• Coach and develop talent, building a high-performing team culture that values experimentation, accountability, and continuous growth.

Your Expertise:

• 15+ years of experience, in Commercial roles, Strategy, global operations, business development or marketplace management. 
• Industry experience in tech, FMCG or Travel 
• At least 5+ years in a people-leadership role managing and scaling teams.
• Expertise and strong understanding of the Regulated Markets n tech industry. 
• Experience in Management Consulting is a plus.
• Analytical and strategic thinker who uses data and insights to uncover opportunities, shape portfolio strategies, and guide decisions across diverse and evolving markets.
• A combination of operational and commercial skills that will allow you to acquire supply across multiple channels.
• A bold, compassionate, and action-oriented leader with a strong bias for action and a proven ability to develop, coach, and empower high-performing teams.
• Proven ability to influence product, policy, and cross-functional teams to unlock new revenue streams and improve host and market performance.
• Skilled at leveraging tools, dashboards, and analytics to assess performance, identify trends, and drive accountability.
• Demonstrated success in achieving strong results through others, including effective performance management and development of emerging leaders.
• Known for creating a positive, driven, and inclusive team culture grounded in collaboration, transparency, and continuous improvement.
• Recognized as a go-to leader who provides clear direction, constructive feedback, and hands-on business coaching to drive both results and professional growth.
• Highly organized and adept at leading multiple initiatives simultaneously, turning strategy into action and results.
• Previous experience growing supply and building partnerships is highly valued.

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.

The Difference You Will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Singapore. 

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.      

A Typical Day: 

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. 

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.  
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what 
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

Your background & experience

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English and Mandarin

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.

The Community You Will Join: 

As the APAC Sales Operations Lead, you will play a dual role: driving sales operations strategy for acquisition activities in the APAC region. You’ll ensure business and vendor partners deliver against performance expectations while shaping the strategy, insights, and incentives that power our growth acquisition engine in the APAC region.

The Difference You Will Make:

This role is both strategic and execution-focused, perfect for someone who thrives at the intersection of analytics and strategy. You will serve as the main point of contact for all things related to new supply, ensuring alignment between acquisition performance, vendor execution, and Airbnb’s broader growth objectives in APAC.

A Typical Day: 

Sales Operations & Revenue Strategy

• Define and execute the strategic vision for acquisition performance across APAC, aligning regional initiatives with global priorities.
• Partner with cross-functional partners including regional sales and operations leaders to develop and manage incentive programs, set and track performance targets, and monitor outcomes against growth goals.
• Lead forecasting, pipeline analysis, and capacity planning to ensure teams and vendors are resourced for success.
• Drive lead prioritization and workflow optimization to maximize conversion and efficiency.
• Translate performance data into actionable insights, influencing business decisions and process improvements.
• Serve as the primary APAC point of contact for all acquisition-related initiatives, ensuring operational alignment, data integrity, and seamless communication across global stakeholders.

Your Expertise:

• 10+ years of experience in sales operations, revenue operations, or vendor management, ideally in a high-growth or global environment.
• Strong analytical, strategic, and communication skills with proven ability to translate data into business impact.
• Experience leading cross-functional initiatives and driving accountability through both internal teams and external partners.
• Proficiency in CRM and performance management systems; strong data literacy required.

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.