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Manager, Premium Support

1 month, 2 weeks ago
Canada
Full-time
Lead
Customer Support
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

  • Manage a team of approximately 10-15 ambassadors and provide day-to-day operational leadership.
  • Oversee handling of complex, sensitive, and urgent escalations, including serving as the highest escalation point.
  • Coach direct reports through regular reviews, feedback, performance development plans, and year-end evaluations.
  • Ensure team processes, best practices, and ways of working are documented and consistently followed.
  • Maintain appropriate staffing, onboarding, and ongoing training for the team.
  • Support internal stakeholder cases through to closure and guide ambassadors on proper actions.
  • Collaborate with Capacity Planning and WFP on headcount, coverage, contingency planning, and staffing needs.
  • Set quarterly vision and performance expectations, and communicate them through team meetings.
  • Monitor service performance, identify trends, and report insights to leadership.
  • Lead people operations for the team, including hiring, engagement, wellness, morale, and talent issues.
  • Support strategic changes, operational improvement projects, and process optimization efforts.

Requirements

  • 8+ years of progressive experience in customer service or operations, including 5 years directly managing staff and the employee lifecycle.
  • Demonstrable experience improving team performance as a line manager.
  • Experience deploying resources in real-time crisis situations and managing high-severity or high-sensitivity cases.
  • Experience with data analysis and reporting to identify performance trends and develop performance management standards.
  • Experience translating strategy and big-picture goals into concrete team actions and operational targets.
  • Ability to work weekends, holidays, and on-call shifts.
  • Strong written and spoken English communication skills.
  • Exceptional leadership, coaching, conflict management, and team management skills.
  • Strong organizational and multitasking ability with attention to detail in ambiguous situations.
  • Proficiency with data tools such as Tableau, SQL, Excel, and Google Sheets.
  • Experience in customer service operations and processes is required; experience with diversity and inclusion leadership is preferred.

Benefits

  • Remote-eligible role in Canada, with occasional office or offsite attendance.
  • Annual base pay range of CAD $94,000 to $117,000.
  • May be eligible for bonus.
  • May be eligible for equity.
  • May be eligible for benefits.
  • May be eligible for Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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