Gestionnaire, Soutien Premium

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