Lead, Quality, Elevated Support

Airbnb·United States ·Posted 13 November 2026

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About the role

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The Partner QA Lead is the Airbnb Quality owner for the Elevated Support service tier across a portfolio of Community Support BPO partner sites. Working across partner QA teams, this role makes sure that each site scores interactions consistently, calibrates to the same standard as Airbnb, and turns what it finds into insight that Delivery and Partners can act on. The Difference You Will Make: Elevated Support is Airbnb's newest Community Support service tier, built for guests with urgent, complex or high-stakes issues. Cases are identified by an Elevated decisioning model, routed to a dedicated pool of specialized Specialists across voice, async and back-office queues, and supported around the clock by partner sites in multiple regions and languages. Its north-star metric is NPS, case resolution,…

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