Supervisor, Premium Support
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Job Description
Airbnb Supervisor leading Canadian customer support teams of 10–15 ambassadors. Managing escalations, coaching, performance, staffing, and service operations.
Responsibilities:
- Oversee operational environments for teams of approximately 10–15 ambassadors
- Ensure high-quality support for the Airbnb community
- Manage complex, sensitive, and urgent issues and act as the highest escalation point
- Conduct regular one-on-ones and provide behavior-based coaching
- Create performance development strategies and plans
- Provide case-handling best-practice guidelines and ensure processes are documented and followed
- Ensure appropriate staffing, onboarding, and ongoing training
- Set performance expectations, follow up with team members, and provide coaching
- Manage ambassador and team performance, corrective actions, feedback, year-end reviews, and improvement plans
- Collaborate with regional Talent teams on improvement plans and terminations
- Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale
- Manage time-off approvals, team meetings, one-on-ones, and Talent-related issues
- Foster openness, transparency, accountability, diversity, belonging, allyship, ethics, and compliance
- Lead teams through company and strategic changes
- Support Delivery performance and operations improvement projects
- Evaluate procedures, collect team feedback, and optimize processes for the team, service, and global community
Requirements:
- 6+ years of progressive experience in a customer service or operations role
- 3 years in a role directly managing staff and the employee lifecycle
- Fluency in spoken and written English
- Demonstrable experience driving improved team performance as a line manager
- Experience deploying resources for real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses
- Experience in data analysis and reporting to identify performance trends
- Experience developing and implementing performance management standards
- Ability to work weekend days, holidays, and on-call
- Leadership and team management skills
- Strong communication skills
- Organizational, resourcefulness, multitasking, attention to detail, and follow-through skills
- In-depth understanding of customer service operations and processes
- Ability to cascade changes with context and lead a team through changes
- Cultural competency and commitment to diversity and inclusion
- Proficiency with Tableau, SQL, Excel, Google Sheets, and other data analysis/reporting tools
Benefits:
- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Reasonable accommodations throughout the recruitment process
- Remote work arrangement
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