Supervisor, Service Recovery

1 hour, 46 minutes ago
Full-time
Senior
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

  • Own and manage the team’s end-to-end people strategy, including onboarding, capability building, continuous feedback, and performance management.
  • Serve as the primary leader during high-pressure moments or when the Operations Manager is unavailable, ensuring continuity of service and decision-making.
  • Build a culture of accountability, clear expectations, and operational discipline across the team.
  • Prioritize multiple urgent escalations while maintaining quality and adherence to protocols.
  • Create and own monitoring metrics to ensure high-quality community service.
  • Oversee complex, sensitive, and time-critical escalations involving brand, legal, financial, or trust risk.
  • Serve on call as needed for incident response.
  • Act as the escalation point for executive-level, major incident, and cross-functional escalations.
  • Provide hands-on support for the most challenging cases and ensure narrative consistency and risk mitigation.
  • Build strong relationships and influence senior cross-functional stakeholders across Legal, Fraud and Safety Ops, Community Policy, Product, and Market Operations.
  • Identify systemic weaknesses in processes, policies, and tools and drive measurable improvements.
  • Partner with AirCover and Scaled Ops teams on roadmaps, safeguards, and global escalation management improvements.

Requirements

  • 4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments.
  • Proven incident management experience in a fast-paced environment.
  • Ability to manage multiple urgent, complex cases simultaneously without sacrificing quality or judgment.
  • Strong performance management experience and the ability to develop individuals into senior-caliber escalation or risk specialists.
  • Exceptional written and verbal communication skills, including the ability to create executive-ready narratives under time pressure.
  • Proven ability to influence and align senior stakeholders with differing priorities or perspectives.
  • High analytical capability and comfort making decisions in ambiguous, evolving contexts.
  • Strong operational judgment and ability to balance risk mitigation with customer experience.
  • A calm, grounded leadership style that brings steadiness in fast-moving, high-stakes moments.
  • Experience hiring and managing globally dispersed employees is a plus.
  • Must live in a province where Airbnb Canada, Inc. has a registered entity; eligible provinces currently include Alberta, Ontario, British Columbia, Quebec, and Saskatchewan.
  • Canada remote-eligible role with occasional office visits or offsites as needed.

Benefits

  • Annual base pay range of $78,000 to $89,000 CAD.
  • May be eligible for bonus.
  • May be eligible for equity.
  • May be eligible for benefits.
  • May be eligible for Employee Travel Credits.
  • Canada remote-eligible work arrangement.
  • Reasonable accommodation support for candidates with disabilities during the application and interview process.

Interested in this position?

Apply directly on the company website

Apply Now

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