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 platformrelated 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 highstakes paymentrelated 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 timesensitive and highimpact 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 endtoend 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 highperforming deeply engaged support function.
• Managing Vision & Purpose:
  You connect the dots between daily casework and Airbnbs 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 crossfunctional teams. Develop a communication plan to keep partners aligned and escalate systemic issues effectively.
  
  
• Complex Case Ownership: Lead your team through highrisk or sensitive issues like payout fraud currency mismatches and delayed largeamount 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.
  
  
• Crossfunctional Support: Participate in stakeholder calls ops reviews and crossfunctional working groups providing SMElevel insight into payments support.
  
  
• Coaching & Growth: Enable professional and personal growth through tailored coaching regular oneonones and feedback.
  
  
• Operational Excellence: Handle scheduling shift planning HR escalations and ensure compliance with policy and audit readiness.

Your Expertise:

• Bachelors degree or equivalent
  
  
• Availability to work 40 hours a week including weekends or shifts
  
  
• 5 years of leadership experience in a fastpaced support environment
  
  
• Strong background in payment operations financial systems or paymentrelated customer support
  
  
• Deep understanding of dispute resolution and managing highrisk financial transactions
  
  
• Metricsdriven mindset with a proven track record in leading teams to exceed targets
  
  
• Project management skills with an ability to drive crossfunctional initiatives
  
  
• Strong verbal/written communication stakeholder management and conflict resolution skills
  
  
• Comfortable working with thirdparty 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 creativelyled people and to develop the best products services and solutions. All qualified individuals are encouraged to apply.

Required Experience:

Manager