Gestionnaire, Soutien à la sécurité

42 minutes ago
Full-time
Lead
Customer and Technical Support
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Manage the team’s response to complex, sensitive, and urgent issues, including serving as the highest escalation point for case consults and high-level escalations.
  • Provide regular behavior-based coaching, performance feedback, and development plans for direct reports.
  • Document and enforce best practices, case-handling guidelines, and team ways of working.
  • Ensure appropriate staffing, onboarding, and ongoing training for the team.
  • Shadow ambassador work to monitor quality, coach effectively, and stay close to daily operations.
  • Guide ambassadors on internal-stakeholder cases through to closure and provide hands-on support when needed.
  • Partner with Capacity Planning and WFP on headcount planning, coverage, and contingency planning.
  • Set expectations, manage individual and team performance, and deliver year-end reviews and improvement plans.
  • Communicate quarterly vision, service targets, and operational updates to the team.
  • Support strategic delivery initiatives and process improvement efforts across the service.

Requirements

  • 8+ years of progressive experience in customer service or operations.
  • 5+ years of experience managing, coaching, and scaling large customer-facing teams in a fast-paced environment.
  • Demonstrated experience improving team performance as a line manager.
  • Experience deploying resources during real-time crisis situations and handling high-severity or high-sensitivity cases.
  • Experience with data analysis and reporting to identify performance trends.
  • Experience developing and implementing performance management standards.
  • Experience translating high-level strategy into concrete operational actions and performance goals.
  • Ability to work weekend days, holidays, and on-call shifts.
  • Strong leadership, communication, coaching, and conflict-management skills.
  • Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
  • Remote work eligibility in Canada, with residency in a province where Airbnb Canada, Inc. has a registered entity, currently Alberta, Ontario, British Columbia, Quebec, or Saskatchewan.

Benefits

  • Annual base salary range of CAD $94,000 to $117,000.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Remote-eligible position in Canada.

Interested in this position?

Apply directly on the company website

Apply Now

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