Superviseur, Soutien Premium
New
A
AirbnbCustomer service
Location: Canada; Workplace Type: RemoteFull-TimeManager
Salary80,000 - 93,000 CAD per year
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Job Details
- Languages
- La maîtrise de l'anglais, à l'oral comme à l'écrit, est requise
- Experience
- 6 ans ou plus d'expérience progressive dans un rôle de service à la clientèle ou d'opérations, dont 3 ans dans un rôle de gestion directe de personnel et du cycle de vie des employés
- Required Skills
- SQLData AnalysisPeople ManagementTableauMicrosoft ExcelReporting
Requirements
- Have at least 6 years of progressive experience in customer service or operations.
- Have at least 3 years of direct people-management experience, including employee lifecycle management.
- Demonstrate experience improving team performance as a people manager.
- Have experience deploying resources for real-time crisis situations, including high-severity or sensitive cases and loss-related decision-making.
- Have experience analyzing data and producing reports to identify performance trends.
- Have experience developing and implementing performance-management standards.
- Be proficient in spoken and written English.
- Be available to work weekends and holidays and to be on call as needed.
- Demonstrate leadership and team-management skills, including conflict management and giving and receiving feedback.
- Be able to collaborate with stakeholders and handle sensitive cases calmly under pressure.
- Have strong organization, resourcefulness, attention to detail, and the ability to manage multiple tasks in ambiguous situations.
- Understand customer service operations and processes.
- Be able to communicate context and guide a team through changes.
- Demonstrate cultural competence and commitment to diversity and inclusion.
- Be proficient with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
Responsibilities
- Supervise a team of approximately 10–15 customer service ambassadors and provide high-quality support to the Airbnb community.
- Manage complex, sensitive, or urgent cases, serving as the ultimate escalation point for case consultations and high-level escalations.
- Meet regularly with direct reports to review work and provide behavioral coaching and performance development plans.
- Set case-management best practices and ensure work methods are documented and followed.
- Ensure adequate team staffing and completion of onboarding and ongoing training.
- Monitor and manage individual and team performance, including feedback, corrective actions, reviews, and improvement plans.
- Manage team people operations, including hiring, onboarding, talent development, engagement, leave approvals, and personnel issues.
- Communicate strategic changes and requirements to the team and support service delivery and operational improvement initiatives.
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