Airbnb is a community based on connection and belonging.
Manager, Premium Support
Location
Canada
Posted
15 days ago
Salary
$94K - $117K / year
Seniority
Lead
Job Description
Manager, Premium Support
Airbnb
• Provide exceptional Customer Service management to the Airbnb community • Oversee teams of approximately 10-15 ambassadors • Manage the team execution of complex, sensitive, and/or urgent issues • Meet with direct reports regularly to provide high quality coaching • Provide best practices guidelines to the team on how to handle cases • Ensure that the team is consistently staffed appropriately • Collaborate with Capacity Planning & WFP on setting minimum headcount • Ensure individual team members are held accountable to performance goals • Manage both ambassador and team performance • Own and manage end-to-end people strategy and operations
Job Requirements
- 8+ years of progressive experience in a customer service or an operations role
- 5 years in a role directly managing staff & the employee lifecycle
- Demonstrable experience in driving improved performance of teams as a line manager
- Experience in the deployment of resources to manage real-time crisis situations
- Experience in data analysis and reporting to identify performance trends
- Ability to work weekend days, holidays, and on-call required
- Strong communicator, with fluency in both written and spoken English.
Benefits
- Health insurance
- Employee Travel Credits
- Flexible work arrangements
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