[Hiring] Manager, Premium Support @Airbnb

Role Description

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full-time position based in British Columbia, Canada.

• 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.
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching.
• Provide best practices guidelines to your team on how to handle cases and situations.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training.
• Collaborate with Capacity Planning & WFP on setting minimum headcount and ensuring adequate coverage.
• Drive performance at the ambassador, team, and service level.
• Manage both ambassador and team performance, including identifying trends in performance.
• Ability to set and articulate the vision and focus for the quarter.
• Provide oversight on the overall service performance and contribute to reporting on trends.
• Build and nurture an engaged and diverse team.
• Own and manage end-to-end people strategy and operations within your ambassador team.
• Support team in professional development within a team.
• Keep up with day-to-day management duties such as time off approvals 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.
• Support strategic initiatives within Delivery and your service as needed.
• Lead the team toward the successful execution of company or other strategic changes.
• Support internal Delivery performance & operations improvement projects.
• Think critically and constantly evaluate our procedures.

Qualifications

• 8+ years of progressive experience in a customer service or an operations role, with 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.
• Experience translating big picture goals and strategy into implementable actions for your teams.
• Ability to work weekend days, holidays, and on-call required.
• Strong communicator, with fluency in both written and spoken English.

Requirements

• Exceptional leadership and team management skills.
• Strong communication skills to collaborate with different stakeholders.
• Organized and resourceful; able to juggle and multi-task.
• In-depth understanding of customer service operations and processes.
• Strategic thinking and problem-solving abilities.
• Ability to cascade with context and lead your team through changes.
• Exceptional coaching skills with high EQ.
• Cultural competency and a strong commitment to fostering diversity and inclusion.
• Proficiency in various data analysis and reporting tools.

Benefits

• Base pay range: $94,000 — $117,000 CAD.
• Role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

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.

We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions.