Lead customer success and support for freee IT Management, building onboarding and support processes, guiding adoption, and feeding customer feedback into product improvements.
About this role
This role sits within Airbnb’s Community Support organization and supports the global Delivery function through partner and service operations. The manager serves as the operational owner for one or more outsourced partners, services, or language operations that support the Airbnb community.
The work covers end-to-end performance management: establishing an effective operating environment, monitoring quality and service results, prioritizing improvement areas, and coordinating with Quality, Workforce Planning, Training, BPI, PMO, and Product teams. The manager acts as a point of contact across Customer Support and Delivery, reports performance and progress to leadership, holds partners accountable, and leads the adoption of operational initiatives and process changes. The role also gathers feedback from partners and the community to improve support processes and contributes to global delivery reviews and strategic initiatives.
Applicants must have fluency in Mandarin and English. The posting also calls for strong performance analysis and management, stakeholder management, organization, professionalism, and confidentiality.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
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