Supervisor, Premium Support
New
A
AirbnbCustomer service
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
Salary80,000 - 93,000 CAD per year
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Job Details
- Languages
- Fluency in spoken and written English 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 ExcelTeam managementGoogle SheetsReporting
Requirements
- Have 6+ years of progressive experience in customer service or an operations role.
- Have 3 years of experience directly managing staff and the employee lifecycle.
- Be fluent in spoken and written English.
- Demonstrate experience improving team performance as a line manager.
- Have experience deploying resources during real-time crises, managing high-severity or sensitive cases, and making decisions about losses.
- Have experience with data analysis and reporting to identify performance trends.
- Have experience developing and implementing performance management standards.
- Be available to work weekend days and holidays and to be on-call.
- Bring leadership and team-management skills, including comfort with conflict, feedback, and employee or Talent issues.
- Be proficient with data analysis and reporting tools such as Tableau, SQL, Excel, or Google Sheets.
Responsibilities
- Oversee team operations and ensure high-quality support for the community.
- Manage complex, sensitive, and urgent issues, including high-level escalations and case consults.
- Meet regularly with direct reports to review work and provide behavior-based coaching and performance development plans.
- Document and reinforce case-handling guidelines and ensure appropriate staffing, onboarding, and ongoing training.
- Set performance expectations, monitor individual and team trends, provide feedback and corrective actions, and prepare year-end reviews and improvement plans.
- Lead the team’s people strategy, including hiring, onboarding, talent development, engagement, and wellness.
- Handle day-to-day management duties, including time-off approvals, meetings, and Talent-related issues.
- Communicate strategic changes and requirements, and support performance and operations improvement projects.
- Evaluate procedures and use team feedback to identify opportunities to improve team and service performance.
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