Premium Support Delivery Manager (Portuguese)

About Airbnb

Airbnb is seeking a Premium Support Delivery Manager (Portuguese) to lead the delivery of premium support programs globally while working remotely. This role partners with Product, Engineering, and Operations to create exceptional customer experiences on a global scale.

Role Overview

As the Premium Support Delivery Manager, you will own program delivery, drive operational excellence, and mentor a distributed team. Fluency in Portuguese and English is required, and you will collaborate across regions and time zones from a remote location.

Responsibilities

• Lead end-to-end delivery of premium support initiatives.
• Partner with product, engineering, and operations to define requirements, roadmaps, and service levels.
• Define and monitor KPIs, SLAs, and customer satisfaction metrics.
• Develop scalable processes, playbooks, and workflows to improve efficiency and quality.
• Manage stakeholder expectations and communicate updates to leadership.
• Operate with a distributed team and external partners where applicable.
• Ensure compliance with security, privacy, and data handling standards.

Requirements

• 7+ years in customer support, operations, or program management; 3+ years in delivery or program leadership.
• Fluent in Portuguese and English.
• Strong leadership, communication, and analytical skills; data-driven decision making.
• Experience with CRM platforms (e.g., Zendesk, Salesforce) and basic data analysis; SQL is a plus.
• Proven ability to operate in a remote, fast-paced environment across time zones.
• Bachelor's degree or equivalent professional experience.

Nice to Have

• Experience in marketplace or travel/hospitality industries.

Benefits

Airbnb offers competitive compensation and benefits; remote-first culture; opportunity to impact global host and guest experiences.

Note

This role is based remotely, with a preference for European time zones.