Manager, Premium Support

🕒 July 18

🇨🇦 Canada – Remote

💵 $94k - $117k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 45%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Provide customer service management to the Airbnb community • Support one or more internal customer service services • Oversee teams of approximately 10–15 ambassadors • Manage complex, sensitive, and urgent issues, serving as the highest escalation point • Conduct regular one-on-ones, review work, and provide behavior-based coaching • Create performance development strategies and plans • Establish best-practice guidelines and ensure documented ways of working are followed • Ensure appropriate staffing, onboarding, and ongoing training • Collaborate with Capacity Planning and WFP on headcount, coverage, contingency planning, and staffing needs • Set expectations, manage performance, provide feedback, and write year-end reviews and improvement plans • Set quarterly vision and focus and communicate it through all-hands meetings • Monitor service performance, report trends, and provide insights to the Delivery Director • Own people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale • Manage time-off approvals, team meetings, one-on-ones, and Talent-related issues • Foster openness, transparency, accountability, diversity, belonging, allyship, ethics, and compliance • Lead teams through strategic changes and company goals • Support performance and operations improvement projects with cross-functional partners • Evaluate procedures, gather team feedback, and optimize processes

🎯 Requirements

• 8+ years of progressive experience in a customer service or operations role • 5 years in a role directly managing staff and the employee lifecycle • Demonstrable experience driving improved team performance as a line manager • Experience deploying resources for real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses • Experience in data analysis and reporting to identify performance trends • Experience developing and implementing performance management standards • Experience translating broad goals and strategy into concrete team actions, including setting operational or functional targets or performance goals • Ability to work weekend days, holidays, and on-call • Fluency in written and spoken English • Exceptional leadership and team management skills • Strong communication skills for collaborating with stakeholders and managing sensitive cases • Organized and resourceful, with attention to detail and follow-through in ambiguous situations • In-depth understanding of customer service operations and processes • Strategic thinking and problem-solving abilities • Ability to lead teams through change • Exceptional coaching skills and high emotional intelligence • Cultural competency and commitment to diversity and inclusion • Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets • Must live in a province where Airbnb Canada, Inc. has a registered entity; currently Alberta, Ontario, British Columbia, Quebec, or Saskatchewan

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits eligibility • Employee Travel Credits • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Reasonable accommodations throughout the recruitment process for applicants with disabilities

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