Manager, Premium Hospitality  Resolution Support (Portuguese)

About Airbnb

Airbnb is a global community marketplace for people to list, discover, and book unique accommodations & experiences. We are committed to creating a world where anyone can belong anywhere, and we continuously invest in supporting hosts and guests with excellence.

Role Overview

We are seeking a Manager, Premium Hospitality & Resolution Support (Portuguese) to lead a high-impact team delivering premium hospitality experiences and timely issue resolution for Portuguese-speaking hosts and guests. This remote role is based in Canada and requires a passion for hospitality, strong leadership, and a customer-first mindset. You will partner with cross-functional teams to elevate service standards, scale processes, and ensure exceptional Airbnb experiences across North America and beyond.

Responsibilities

• Lead, coach, and develop a remote team focused on premium hospitality and resolution support for Portuguese-speaking users.
• Own escalation management, resolve complex guest/host issues, and ensure timely, high-quality outcomes.
• Design and implement scalable processes, service level agreements, and quality metrics to drive continuous improvement.
• Collaborate with Trust & Safety, Community Support, Product, Policy, and Logistics to address root causes and improve the user experience.
• Develop reporting dashboards, monitor KPIs, and provide data-driven recommendations to leadership.
• Manage resource planning, performance reviews, and career development for team members.
• Foster a positive, inclusive, and high-performing remote team culture.

Qualifications

• 5+ years of experience in hospitality, customer support, or operations leadership; prior people management experience required.
• Fluency in Portuguese and English (written and spoken).
• Proven track record leading remote teams and delivering exceptional customer experiences.
• Strong communication, conflict resolution, and empathy skills.
• Experience with CRM platforms (e.g., Salesforce), data analysis, and process optimization.
• Ability to work across time zones and manage multiple priorities in a fast-paced environment.
• Bachelor\'s degree or equivalent experience preferred.

Benefits

• Competitive compensation and comprehensive benefits
• Remote-first environment with flexible work hours
• Opportunities for career growth and leadership development

Location

Remote (Canada-based). This role operates as a remote position with collaboration across North America.

How to Apply

To apply, please submit your resume and cover letter through the Airbnb Careers portal.