Manager, Premium Support
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AirbnbCustomer Service
This position is Remote Eligible - Canada. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan.Full-TimeManager
Salary$94,000 — $117,000 CAD
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Job Details
- Languages
- English
- Experience
- 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
- Required Skills
- SQLData AnalysisOperations ManagementTableauMicrosoft ExcelTeam managementGoogle Sheets
Requirements
- 8+ years of progressive experience in a customer service or operations role.
- 5+ years of experience in a role directly managing staff and the employee lifecycle.
- Demonstrable experience driving performance of teams as a line manager.
- Experience managing real-time crisis situations and high-severity cases.
- Experience in data analysis and reporting to identify performance trends.
- Ability to translate big-picture strategy into concrete team actions and goals.
- Exceptional coaching and leadership skills with high emotional intelligence.
- Proficiency in data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
- Strong communication skills with fluency in written and spoken English.
- Ability to work weekend days, holidays, and on-call rotations.
Responsibilities
- Oversee a strong operational environment and ensure high quality support for the community.
- Manage execution of complex, sensitive, and urgent issues, acting as the highest escalation point.
- Conduct regular performance reviews and provide behavior-based coaching.
- Ensure team staffing, onboarding, and ongoing training requirements are met.
- Collaborate with Capacity Planning & WFP on headcount, coverage, and staffing needs.
- Drive performance at the ambassador, team, and service level through goal setting and corrective actions.
- Own and manage end-to-end people strategy including hiring, development, and team engagement.
- Lead the team through strategic changes and contribute to performance improvement projects.
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