Airbnb has announced a significant step in its commitment to enhancing Airbnb Customer Service with the appointment of Tara Bunch as the new Global Head of Operations. Bunch, formerly a Vice President at AppleCare, will now oversee Airbnb’s critical operational teams, including Customer Service, Trust and Safety, and Payments. Reporting directly to Airbnb Co-Founder and CEO Brian Chesky, Bunch’s arrival signals a renewed emphasis on operational excellence and superior support for Airbnb’s global community.
Brian Chesky expressed his enthusiasm for Bunch joining Airbnb, stating, “I started speaking with Tara about joining Airbnb back in January and I’m thrilled she has agreed to join our team. This is a challenging time for Airbnb and everyone in travel, and as we go forward, it’s critical that we are one of the best run companies in the world. Tara is a world-class operator, and her expertise leading global teams will help us serve our community of hosts and guests when the world begins traveling again.” Chesky’s remarks highlight the strategic importance of customer service at Airbnb, especially as the travel industry navigates unprecedented challenges and looks towards recovery.
Tara Bunch also shared her excitement about her new role: “I’m thrilled to be joining Airbnb and look forward to building on its extraordinary history of creating unique memories for travelers the world over. Especially now, I believe the company’s purpose of creating economic opportunity and driving human connections is more important than ever before.” Her statement underscores the significance of Airbnb’s customer support in fostering positive experiences and reinforcing the company’s mission.
Bunch brings a wealth of experience in customer service operations to Airbnb. During her eight-year tenure at Apple, she served as Vice President of AppleCare, where she spearheaded the company’s renowned customer service and repair operations. Her responsibilities included managing a global team responsible for all aspects of service and repairs for Apple customers worldwide, encompassing online and on-device support, and a vast network of authorized service providers. Prior to Apple, Bunch held the position of Senior Vice President at Hewlett Packard, leading Global Customer Service and Support Operations. This extensive background in leading global customer service organizations positions her perfectly to elevate Airbnb customer service standards.
In her new capacity at Airbnb, Bunch will be responsible for leading global teams dedicated to supporting hosts and guests across over 220 countries and regions. Her oversight will extend to payments operations in 63 currencies, ensuring seamless and reliable transactions for the Airbnb community. This broad scope of responsibility demonstrates Airbnb’s holistic approach to customer service and support, encompassing not just issue resolution but also trust, safety, and payment processes.
Tara Bunch is a graduate of the University of California, Berkeley, and the University of Santa Clara. She resides in Los Angeles with her wife and six children. Bunch will be based at Airbnb’s San Francisco campus once it reopens, with her first day at Airbnb commencing on May 29th. Her appointment marks a pivotal moment for Airbnb as the company doubles down on its commitment to providing exceptional customer service in the evolving landscape of travel and hospitality.
