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Gestionnaire, Soutien Premium

1 month, 2 weeks ago
Canada
Full-time
Lead
Operations Manager
Customer and Technical Support
SQL Tableau
Apply Now
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
View All Jobs 45

Description

  • Oversee day-to-day operations for one or more internal customer service functions.
  • Lead and resolve complex, sensitive, or urgent escalations that may affect the brand or community.
  • Coach, review, and develop direct reports through regular check-ins, feedback, and performance planning.
  • Set team working methods, document best practices, and ensure adherence to service standards.
  • Maintain appropriate staffing levels, onboarding, ongoing training, and scheduling coverage.
  • Guide ambassadors through internal stakeholder cases to closure and support field case management when needed.
  • Partner with Capacity Planning and PMO on staffing minimums, coverage, and contingency planning.
  • Track team and service performance, identify trends, and contribute to service reporting.
  • Manage employee lifecycle tasks such as time-off approvals, team meetings, and talent-related issues.
  • Support strategic initiatives and process improvements across the service organization.

Requirements

  • 8+ years of progressive experience in customer service or operations, including 5 years in direct people management and employee lifecycle management.
  • Demonstrated experience improving team performance as a people manager.
  • Experience deploying resources during real-time crises, including highly sensitive or severe case management and loss decision-making authority.
  • Experience analyzing and reporting on data to identify performance trends and build performance management standards.
  • Experience translating broad goals and strategies into actionable team objectives and operational targets.
  • Ability to work weekends, holidays, and on-call as needed.
  • Excellent spoken and written English communication skills.
  • Strong leadership and team management skills, including comfort with conflict, feedback, and employee/talent issues.
  • Strong organizational skills, attention to detail, and the ability to manage multiple priorities in ambiguous situations.
  • Advanced knowledge of customer service operations and processes.
  • Strategic thinking and problem-solving ability to evaluate procedures and identify improvement opportunities.
  • High emotional intelligence and strong coaching skills with the ability to adapt communication styles.
  • Cultural competence and a strong commitment to diversity and inclusion.
  • Experience using data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
  • Must reside in an eligible Canadian province where Airbnb Canada inc. has a registered entity (currently Alberta, Ontario, British Columbia, Quebec, or Saskatchewan).

Benefits

  • Annual base pay range of CAD $94,000 to $117,000.
  • Eligibility for bonus compensation.
  • Eligibility for equity.
  • Eligibility for benefits.
  • Employee Travel Credits.
  • Remote-work eligibility within Canada.
  • Occasional in-office or offsite work may be required depending on manager agreement.

Interested in this position?

Apply directly on the company website

Apply Now

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