Supervisor, Premium Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver outstanding customer service management to the Airbnb community.

• Assist one or more internal customer service teams.

• Supervise teams consisting of approximately 10–15 ambassadors.

• Mentor and develop ambassadors while showcasing exceptional customer service skills.

• Handle complex, sensitive, and urgent issues, serving as the highest escalation point.

• Conduct regular meetings with direct reports to evaluate performance and provide behavior-based coaching.

• Formulate performance development strategies and action plans.

• Establish best-practice guidelines and ensure adherence to documented operational procedures.

• Guarantee appropriate staffing, onboarding, and continuous training.

• Define performance expectations and coach team members to enhance their skills.

• Oversee ambassador and team performance, including corrective measures, feedback, evaluations, and improvement initiatives.

• Collaborate with regional Talent teams on performance improvement plans and terminations.

• Manage people strategy and operations, encompassing hiring, onboarding, talent development, engagement, wellness, and morale.

• Conduct one-on-one meetings, approve time-off requests, and address Talent-related concerns.

• Promote openness, transparency, accountability, diversity, belonging, ethics, and compliance.

• Guide teams through strategic changes and communicate new requirements effectively.

• Support performance and operational improvement projects in partnership with cross-functional teams.

• Assess procedures and uncover opportunities to enhance performance and processes.

⛳️ Requirements

• Over 6 years of progressive experience in customer service or operations roles.

• At least 3 years in a position directly managing staff and overseeing the employee lifecycle.

• Proficiency in both spoken and written English.

• Proven track record of driving enhanced team performance as a line manager.

• Experience in resource deployment during real-time crisis situations, including high-severity cases and decision-making authority regarding losses.

• Background in data analysis and reporting to identify performance trends.

• Experience in developing and implementing performance management standards.

• Availability to work on weekends, holidays, and be on-call as needed.

• Strong leadership and team management skills, including conflict resolution, feedback, and handling employee/Talent issues.

• Excellent communication skills for collaboration with stakeholders and addressing sensitive cases.

• Highly organized with resourcefulness, multitasking abilities, attention to detail, and follow-through.

• Comprehensive understanding of customer service operations and processes.

• Ability to convey information with context and lead teams through change effectively.

• Cultural competency and a commitment to diversity and inclusion.

• Proficiency in data analysis and reporting tools such as Tableau, SQL, Excel, Google Sheets, or similar applications.

🏝️ Benefits

• Bonus eligibility.

• Equity eligibility.

• Comprehensive benefits package.

• Employee Travel Credits.

• Reasonable accommodations provided throughout the recruitment process.

• Flexible remote work arrangement.