Supervisor, Aircover

The Community You Will Join:

Global Operations: AirCover: Scaled Ops & Optimization is dedicated to building the world's most loyal travel community through exceptional service. Our vision is to design and deliver unmatched products and services so everyone can host and travel with confidence. Our objectives are to provide Aircover for Hosts, Guests and Travel Insurance.

The Difference You Will Make:

The Supervisor Aircover is directly accountable for the performance of their team of assigned specialists and for working to drive efficiency and quality, in collaboration with peers and cross-functional stakeholders, to achieve the objectives and strategic vision set by the Global Service Manager. Supervisors are responsible for the coaching and development of specialists on their team and for connecting our functional strategy into specific, meaningful goals and measurable results for the day-to-day work of their teams. The Claims team Lead will also work closely with Legal, Communications, Public Policy, Public Affairs, and other cross-functional teams to inform the policies, programs, and systems that improve the overall quality and performance of the department and support the Airbnb community.

A Typical Day:

• Manage the day-to-day operations of your team through driving key performance indicators on a team and individual level (productivity, quality, operational health) whilst maintaining a superior level of team support and wellness. This includes: 
  • Volume/SLA management 
  •  Supporting your team in the handling urgent escalated cases 
• Manage the day-to-day operations of your team through scheduling, shift approvals, team and one-to-one meetings, while working collaboratively with other team leads. 
  • Includes handling escalated and complex  investigations, urgent escalations, property damage claims, and personal safety concerns or other crisis management.
  •  May also include project management (incl. developing project management abilities within your team) and light data analysis. 
• Foster employee happiness by being a human leader, creating team connections, communicating direction and goals, and providing regular performance feedback that fosters positive employee career growth. 
• Develop and refine a working knowledge of all workflows, and train and coach your team to ensure that these are followed to a high standard of quality and performance. 
• Think critically and constantly evaluate policies and procedures; find ways to increase efficiency and customer satisfaction. 
• Understand top user issues and other quality or customer insight data, and support your team in making data-supported recommendations to improve our product, policies, and procedures. 
• Serve as Point of Contact for urgent or other sensitive cases , spending time each week working on cases  and other escalated issues to refine subject matter expertise. 
• Drive your team to meet and exceed met