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Supervisor, Premium Support
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Senior · 6+ years
Job description
The Supervisor is an operational leadership role in Airbnb Customer Service, overseeing a team of approximately 10-15 ambassadors and ensuring high-quality support for the Airbnb community. The role combines people management, performance management, and operational process improvement.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada
- Languages
- English – fluent
- Pay
- CAD 80,000 – 93,000 / year
What you'll do
- Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
- Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
- Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; create a performance development strategy/plan for your service(s)
- Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
- Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
- Drive performance at the ambassador, team, and service level
- Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively
- Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
- Share input and recommendations about service target setting
- Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required
- Own and manage end-to-end people strategy and operations within your ambassador team, including hiring, driving onboarding, talent development, and people engagement/wellness/morale
- Enable team and individual professional success through clear goals/expectations, feedback, one-on-ones, and coaching
- Support team in professional development by finding and creating development opportunities and leveraging company-wide resources
- Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
- Maintain a culture of openness, transparency and accountability
- Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
- Support strategic initiatives within Delivery and your service as needed
- Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
- Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
- Think critically and constantly evaluate procedures; collect feedback from the team to identify opportunities to improve performance and better optimize processes
What we're looking for
- 6+ years of progressive experience in a customer service or an operations role, with 3 years in a role directly managing staff & the employee lifecycle
- Fluency in spoken and written English is required
- Demonstrable experience in driving improved performance of teams as a line manager
- Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- Ability to work weekend days, holidays, and on-call required
- Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
- Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
- Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
- 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 within the team
- Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)
Benefits
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits
Apply
Direct apply at Airbnb
Opens the job posting at Airbnb
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hosts in almost every country across the globe
What they value
- Diversity & Belonging
- Allyship
- Ethics
- Compliance
- Openness
- Transparency
- Accountability