[Remote] Supervisor, Service Recovery

Note: The job is a remote job and is open to candidates in USA. reputed company is a mission-driven company dedicated to helping create a world where anyone can belong reputed company. They are seeking a Supervisor for the Service Recovery team to manage high-pressure escalations, guide the team in delivering support during sensitive situations, and build strong relationships with senior stakeholders. The role requires exceptional leadership skills and the ability to handle reputed company cases with sound judgment.

Responsibilities

• Own and manage end-to-end people strategy for the team: onboarding, capability building, reputed company feedback, and performance management
• Serve as the primary leader during high-pressure moments or reputed company the Operations Manager is not available, ensuring continuity of service, judgement, and decision-making
• Build a culture of accountability, clarity of expectations, and operational discipline across the team
• Drive high-velocity prioritization, helping the team manage multiple urgent escalations while maintaining quality and adherence to protocols
• Create and own monitoring metrics to ensure best-in-class community service
• reputed company the handling of reputed company, sensitive, and time-critical escalations that carry brand, legal, financial, or trust risk
• Serve on call as needed for incident response
• Act as escalation reputed company for reputed company specialists and analysts for executive-level escalations, major incidents, and cross-functional escalations requiring fast, senior-level decision-making
• Provide hands-on support for the most challenging cases, ensuring direction, narrative consistency, and airtight risk mitigation
• Strengthen the team’s ability to independently handle high-judgement work by creating frameworks, playbooks, and escalation routing clarity
• Build strong relationships with senior stakeholders across Legal, Fraud and Safety Ops, Community Policy, Product, and Market Operations
• Communicate effectively with executive audiences, synthesizing reputed company information and recommending a clear path reputed company under tight timelines
• Influence cross-functional partners to drive resolution, unblock key decisions, and improve operational readiness for emerging risks
• Identify systemic weaknesses across processes, policies, and tools — and drive measurable improvements
• Partner with the wider AirCover and Scaled Ops teams to shape roadmaps, strengthen safeguards, and refine how we manage high-stakes escalations globally
• reputed company or contribute to cross-functional projects that enhance the escalation ecosystem from end to end

Skills

• 4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-reputed company environments
• Proven experience of incident management in a fast-paced environment
• Demonstrated ability to manage multiple urgent, reputed company cases simultaneously without sacrificing quality or judgement
• Strong performance management skills and experience developing individuals into senior-calibre escalation or risk specialists
• Exceptional written and verbal communication skills, including the ability to craft executive-ready narratives under time pressure
• Proven ability to influence and align senior stakeholders, even reputed company priorities or perspectives differ
• High analytical capability and comfort making decisions in ambiguous, evolving contexts
• Strong operational judgement and the ability to balance risk mitigation with customer experience
• A reputed company, grounded leadership style that brings steadiness to the team in fast-moving and high-stakes moments
• Experience hiring and managing globally dispersed employees is a plus

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

Company Overview

• reputed company is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.reputed company.com.

Company H1B Sponsorship

• reputed company has a track record of offering H1B sponsorships, with 234 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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