# Gestionnaire, Soutien Premium

**Company**: Airbnb
**Location**: Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $94,000 - $117,000 CAD
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/7862110?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_aec788f7-658

## Description

We are seeking a dedicated and enthusiastic Premium Support Manager to provide exceptional customer service management to the Airbnb community. As a Premium Support Manager, you will lead a team of around 10-15 ambassadors and be responsible for ensuring high-quality support to the community.

Key Responsibilities:

- Supervise a solid operational environment for your team and ensure high-quality support to the community through your team

- Manage the execution of complex, sensitive, and urgent issues that may pose significant risks to our brand or community

- Meet regularly with your direct reports to review their work and offer high-quality coaching

- Provide guidelines on best practices for case management and ensure that working methods are documented and respected

- Ensure the team is adequately staffed and that personnel complete onboarding and ongoing training

- Collaborate with Capacity Planning and PMO to establish minimum staffing, ensure adequate coverage, and defend personnel needs

- Drive ambassador, team, and service performance

- Build and maintain an engaged and diverse team

- Support strategic initiatives within Service Delivery and your service

Requirements:

- 8+ years of progressive experience in a customer service or operations role, including 5 years in a direct people management and employee lifecycle role

- Demonstrated experience in improving team performance as a people manager

- Experience in deploying resources to manage real-time crisis situations

- Experience in data analysis and reporting to identify performance trends

- Excellent communication, organizational, and problem-solving skills

- Strong leadership and team management skills

Nice to Have:

- Experience with data analysis tools such as Tableau, SQL, Excel, Google Sheets

- Certification in customer service or a related field

We Offer:

- Competitive salary: $94,000 - $117,000 CAD per year

- Bonus, equity, benefits, and Employee Travel Credits

## Skills

### Required
- customer service
- team management
- operations
- data analysis
- problem-solving
- leadership
- communication

### Nice to have
- Tableau
- SQL
- Excel
- Google Sheets

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/7862110?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)