[Hiring] Lead, Quality, Elevated Support @Airbnb

Role Description

The Partner QA Lead is the Airbnb Quality owner for the Elevated Support service tier across a portfolio of Community Support BPO partner sites. This role ensures that each site scores interactions consistently, calibrates to the same standard as Airbnb, and turns findings into actionable insights.

Qualifications

• 6+ years of experience in Community or Customer Support Quality, Operations, or a related field.
• Bachelor's Degree, preferably in a related field required.
• Demonstrated experience driving partner accountability.
• Working knowledge of COPC methodology or an equivalent governance model.
• Strong analytical skills.
• Experience with QA platforms such as Observe.AI or equivalent.
• Excellent written and verbal communication skills.

Requirements

• Own the day-to-day execution of the Quality program for the Elevated Support service tier.
• Validate performance data before every business review.
• Run the Quality portion of each partner's operating cadence.
• Hold partner QA teams to the Partner Scorecard.
• Audit the auditors to confirm they follow the standard.
• Support new partner site onboarding and language expansion.
• Run calibration sessions across Elevated Support partner sites.
• Lead NPS detractor analysis for Elevated Support.
• Partner with Delivery, WFM, and the Elevated Support program team.
• Validate the Elevated model end to end.
• Drive adoption of Observe.AI across partner sites.
• Represent Quality for Elevated Support in cross-functional working groups.

Benefits

• Base pay range: $106,000 — $125,000 USD.
• Potential eligibility for bonus, equity, benefits, and Employee Travel Credits.

Company Description

Airbnb was born in 2007 and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals globally. Hosts offer unique stays and experiences that allow guests to connect with communities authentically.