Description
We're seeking a dedicated and enthusiastic Supervisor to manage exceptional customer service within the Airbnb community. As a Supervisor, you will lead a team of 10-15 agents and provide coaching and development to ensure high standards of service.
Your Impact You will play a crucial role in delivering top-notch customer service, resolving complex issues, and ensuring seamless execution of tasks. Your expertise in customer service and team management will help drive performance, diversity, and inclusion within the team.
Key Responsibilities
- Supervise a team of agents to ensure high-quality support for the Airbnb community
- Manage complex, sensitive, or urgent issues that may impact the brand or community
- Provide regular coaching and feedback to team members to enhance performance
- Develop and implement strategies to improve team performance and efficiency
- Foster a culture of openness, transparency, and accountability within the team
- Collaborate with regional teams to execute improvement plans and manage employee lifecycle
Requirements
- 6+ years of progressive experience in customer service or operations, including 3 years in a direct supervisory role
- Excellent English communication skills (written and verbal)
- Proven experience in improving team performance and managing crisis situations
- Strong analytical and reporting skills to identify trends and develop performance standards
- Ability to work weekends, holidays, and be available on-call as needed
Nice to Have
- Experience with data analysis tools like Tableau, SQL, Excel, or Google Sheets
- Strong leadership and team management skills
- Cultural competence and commitment to promoting diversity and inclusion
What We Offer
- Competitive salary: $80,000 - $93,000 CAD per year
- Opportunities for professional growth and development
- Collaborative and inclusive work environment
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