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Manager, Premium Support

3 days, 17 hours 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 141

Description

  • Manage complex, sensitive, and urgent escalations as the highest escalation point for case consults and stakeholder issues.
  • Coach direct reports through regular reviews, behavior-based feedback, and performance development planning.
  • Document and enforce team best practices, case-handling guidelines, and operational ways of working.
  • Ensure appropriate staffing, onboarding, ongoing training, and coverage for the team.
  • Guide ambassadors on internal stakeholder cases through closure and support case handling when needed.
  • Partner with Capacity Planning and WFP on headcount planning, coverage, contingency planning, and staffing needs.
  • Set clear expectations, hold team members accountable, and manage ambassador and team performance.
  • Write year-end reviews, improvement plans, and provide corrective and positive feedback.
  • Communicate quarterly vision and service focus through team meetings and updates.
  • Lead people operations across hiring, engagement, morale, wellness, development, and day-to-day management tasks.
  • Support strategic initiatives, operational improvement projects, and process optimization for the service and Delivery organization.

Requirements

  • 8+ years of progressive experience in customer service or operations roles.
  • 5 years of direct people management experience, including employee lifecycle management.
  • Demonstrated experience improving team performance as a line manager.
  • Experience deploying resources during real-time crisis situations and managing high-severity or high-sensitivity cases.
  • Experience with data analysis and reporting to identify performance trends and build 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 fluency.
  • Exceptional leadership, communication, coaching, and conflict management skills.
  • Strong organizational, multitasking, and problem-solving abilities with attention to detail.
  • Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
  • Remote eligible role based in British Columbia, Canada, with eligibility limited to approved Canadian provinces.
  • Experience in customer service operations and processes (preferred).

Benefits

  • Annual base pay range of $94,000 to $117,000 CAD.
  • Eligibility for bonus compensation.
  • Eligibility for equity.
  • Eligibility for benefits.
  • Employee Travel Credits.
  • Remote-eligible work arrangement.
  • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager.

Interested in this position?

Apply directly on the company website

Apply Now

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