Manager, Premium Support

We are seeking a dedicated and enthusiastic Manager to provide exceptional Customer Service management to the Airbnb community.

The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team.

Responsibilities:

• Oversee a strong operational environment for teams and ensure high-quality support for the community
• Manage the team execution of complex, sensitive, and urgent issues
• Meet with direct reports regularly to review their work and provide high-quality coaching
• Provide best practices guidelines to the team on how to handle cases and situations
• Ensure the team is consistently staffed appropriately and completes onboarding and ongoing training
• Drive performance at the ambassador, team, and service level
• Build and nurture an engaged and diverse team
• Support strategic initiatives within Delivery and the service as needed

Requirements:

• 8+ years of progressive experience in a customer service or operations role, with 5 years in a role directly managing staff and the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in data analysis and reporting to identify performance trends
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases
• Exceptional leadership and team management skills to manage a team of professionals

Nice to Have:

• Experience in the deployment of resources to manage real-time crisis situations
• Experience translating big picture goals and strategy into implementable and concrete actions for teams
• Ability to work weekend days, holidays, and on-call required

What We Offer:

• Annual pay range: $94,000 - $117,000 CAD
• Bonus, equity, benefits, and Employee Travel Credits