[Hiring] Manager, Safety @Airbnb

Role Description

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager, Safety Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and up leveling their team.

This is a full-time position based in Canada.

The Manager, Safety Support supports one or more internal CS services and oversees teams of approximately 10-15 ambassadors. Key responsibilities include:

• Overseeing a strong operational environment for your teams and ensuring high-quality support for the community.
• Managing the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community.
• Meeting with direct reports regularly to review their work and provide high-quality, behavior-based coaching.
• Providing best practices guidelines to your team on how to handle cases and situations.
• Ensuring that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training.
• Shadowing your people by regularly listening to/reviewing ambassador work firsthand.
• Collaborating with Capacity Planning & WFP on setting minimum headcount and ensuring adequate coverage.
• Driving performance at the ambassador, team, and service level.
• Managing both ambassador and team performance, including identifying trends and providing corrective actions.
• Setting and articulating the vision and focus for the quarter.
• Providing oversight on the overall service performance and contributing to reporting on trends.
• Building and nurturing an engaged and diverse team.
• Owning and managing end-to-end people strategy and operations within your ambassador team.
• Supporting team in professional development by finding and creating development opportunities.
• Maintaining a culture of openness, transparency, and accountability.
• Demonstrating strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, and Compliance.
• Leading the team toward the successful execution of company or other strategic changes.
• Thinking critically and constantly evaluating our procedures.

Qualifications

• 8+ years of progressive experience in a customer service or operations role.
• 5+ years of experience managing, coaching, and scaling large customer teams.
• Demonstrable experience in driving improved performance of teams as a line manager.
• Experience in data analysis and reporting to identify performance trends.
• Ability to work weekend days, holidays, and on-call required.

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.
• Customer-first mindset — championing the Airbnb experience.
• Exceptional coaching skills with high emotional intelligence.
• Cultural competency and a strong commitment to fostering diversity and inclusion.
• Proficiency in various data analysis and reporting tools (tableau, SQL, Excel, Google Sheets, etc.).

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, allowing us to attract creatively-led people and develop the best products, services, and solutions.