Supervisor, Premium Support

Job not on LinkedIn

🔥 1 hour ago

🇨🇦 Canada – Remote

💵 $80k - $93k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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

• Oversee operational environments for teams of approximately 10–15 ambassadors • Ensure high-quality support for the Airbnb community • Manage complex, sensitive, and urgent issues and act as the highest escalation point • Conduct regular one-on-ones and provide behavior-based coaching • Create performance development strategies and plans • Provide case-handling best-practice guidelines and ensure processes are documented and followed • Ensure appropriate staffing, onboarding, and ongoing training • Set performance expectations, follow up with team members, and provide coaching • Manage ambassador and team performance, corrective actions, feedback, year-end reviews, and improvement plans • Collaborate with regional Talent teams on improvement plans and terminations • Own end-to-end 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 company and strategic changes • Support Delivery performance and operations improvement projects • Evaluate procedures, collect team feedback, and optimize processes for the team, service, and global community

🎯 Requirements

• 6+ years of progressive experience in a customer service or operations role • 3 years in a role directly managing staff and the employee lifecycle • Fluency in spoken and written English • 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 • Ability to work weekend days, holidays, and on-call • Leadership and team management skills • Strong communication skills • Organizational, resourcefulness, multitasking, attention to detail, and follow-through skills • In-depth understanding of customer service operations and processes • Ability to cascade changes with context and lead a team through changes • Cultural competency and commitment to diversity and inclusion • Proficiency with Tableau, SQL, Excel, Google Sheets, and other data analysis/reporting tools

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Reasonable accommodations throughout the recruitment process • Remote work arrangement

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