Supervisor, Premium Support

Airbnb is seeking a Supervisor, Premium Support to provide exceptional customer service management to the Airbnb community. The ideal candidate is hospitable, analytical, and committed to delivering high standards of service through coaching and upleveling their team.

The Difference You Will Make: As a Supervisor, you will support one or more internal customer service teams, overseeing a team of approximately 10-15 ambassadors. You will guide and uplevel your ambassadors, demonstrating top-level customer service skills, and ensure high-quality support for the community.

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high-quality support for the community.
• Manage complex, sensitive, and urgent issues that might pose a significant risk to the brand or community.
• Meet with 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 the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
• Drive performance at the ambassador, team, and service level.
• Manage both ambassador and team performance, including identifying trends in performance and providing corrective actions and positive feedback.
• Build and nurture an engaged and diverse team.
• Own and manage end-to-end people strategy and operations within your ambassador team.

Your Expertise:

• 6+ years of progressive experience in a customer service or operations role, with 3 years in a role directly managing staff and the employee lifecycle.
• Fluency in spoken and written English.
• Demonstrable experience in driving improved performance of teams as a line manager.
• Experience in data analysis and reporting to identify performance trends.
• Ability to work weekend days, holidays, and on-call.

Your Additional Skills:

• Good leadership and team management skills.
• Strong communication skills to collaborate with different stakeholders.
• Organized and resourceful, able to juggle and multi-task.
• In-depth understanding of customer service operations and processes.
• Ability to cascade with context and lead your team through changes.
• Cultural competency and a strong commitment to fostering diversity and inclusion.
• Proficiency in various data analysis and reporting tools.

Your Location: The successful applicant will need to be based in Canada, specifically in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

How We'll Take Care of You:

• The base pay range for this role is $80,000-$93,000 CAD per year.
• Eligible for bonus, equity, benefits, and Employee Travel Credits.