Manager, Premium Support

Join Airbnb as a Manager, Premium Support, leading a team to deliver exceptional customer service. This full-time remote role is based in Canada, focusing on team management and operational excellence. Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

• •Oversee a strong operational environment for your teams and ensure high quality support for the community from your team.
• •Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community.
• •Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching.
• •Provide best practices guidelines to your team on how to handle cases and situations.
• •Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training.
• •Collaborate with Capacity Planning & WFP on setting minimum headcount.
• •Drive performance at the ambassador, team, and service level.
• •Manage both ambassador and team performance, including identifying trends in performance.
• •Build and nurture an engaged and diverse team.
• •Own and manage end-to-end people strategy and operations within your ambassador team.
• •Maintain a culture of openness, transparency and accountability.
• •Support strategic initiatives within Delivery and your service as needed.
• •Think critically and constantly evaluate our procedures.

• •Base pay range: $94,000 — $117,000 CAD annually.
• •May be eligible for bonus, equity, benefits, and Employee Travel Credits.
• •Remote eligible position with occasional office work.

• •8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff.
• •Demonstrable experience in driving improved performance of teams as a line manager.
• •Experience in the deployment of resources to manage real-time crisis situations.
• •Experience in data analysis and reporting to identify performance trends.
• •Strong communicator, with fluency in both written and spoken English.