Brent Potts Joins Airbnb as Vice President of Community Support

Building a loyal travel community starts with providing great service, and supporting our global community of hosts and guests is one of the most important things we do each day. No matter where you are in the world, you should rest assured that our Support team is standing by to help. Continuing to improve our support for our community is a key priority, and today we are excited to share that Brent Potts has joined Airbnb as Vice President of Community Support. 

He joins us from Apple, where he spent the last eight years as an AppleCare leader. While at Apple, Brent built an incredible support organization and an industry-defining portfolio of online and on-device support channels to complement Apple’s already world-renowned assisted support. His work helped his team streamline the customer support journey for billions of customers. 

“Airbnb’s thoughtful approach to providing world-class customer support has raised the bar for the entire travel industry, and I’m excited to join this excellent team and raise the bar even higher,” said Potts. 

Prior to Apple, Brent spent 25 years at Hewlett-Packard in a career that began as an advisor in HP’s first call center and progressed to VP of Global Support. 

“Brent’s unique background and passion for our mission will help Airbnb continue to elevate the support we provide to our hosts and guests,” said Tara Bunch, Airbnb’s Global Head of Operations. “Brent will lead this extraordinary team of thousands of Support Ambassadors and staff who work tirelessly to help our community.” 

This comes on the heels of the hiring of Donald Hicks, who recently joined Airbnb as Vice President of Trust Policy & Partnerships. Like Donald, Brent will report to Tara Bunch and elevate Airbnb’s Community Support leadership team.