Supervisor, Premium Support (French/English)
A
AirbnbCustomer Service
Due to the nature of this position, the successful applicant will need to be based in Canada. Currently, employees can be located in: British Colombia, Ontario, Quebec, Alberta, or Saskatchewan.Full-TimeManager
Salary$80,000 — $93,000 CAD
Apply NowOpens the employer's application page
Job Details
- Languages
- Fluency in spoken and written English and French is required
- Experience
- 6+ years of progressive experience in a customer service or an operations role, with 3 years in a role directly managing staff & the employee lifecycle
- Required Skills
- SQLData AnalysisTableauMicrosoft ExcelGoogle Sheets
Requirements
- 6+ years of progressive experience in a customer service or operations role.
- 3 years of experience directly managing staff and the employee lifecycle.
- Fluency in spoken and written English and French.
- Demonstrable experience driving improved team performance as a line manager.
- Experience deploying resources for real-time crisis management and handling high-severity cases.
- 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 schedules.
- Proficiency in data analysis and reporting tools (Tableau, SQL, Excel, Google Sheets).
- Strong communication and leadership skills with experience managing sensitive cases under pressure.
Responsibilities
- Oversee an operational environment for teams of 10-15 ambassadors to ensure high-quality community support.
- Manage team execution of complex, sensitive, and urgent issues, acting as the primary escalation point for case consults.
- Conduct regular meetings with direct reports to provide behavior-based coaching and develop performance strategies.
- Drive performance at the ambassador, team, and service levels through goal setting, corrective actions, and positive feedback.
- Own end-to-end people strategy including hiring, onboarding, talent development, and team engagement.
- Collaborate with Talent teams for performance improvement plans and terminations as needed.
- Lead the team through strategic company changes and contribute to performance improvement projects with cross-functional partners.
View Full Description & ApplyYou'll be redirected to the employer's site
