A
Gestionnaire, Soutien Premium
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Senior · 8+ years
Job description
The role is a Customer Service Manager leading a team of roughly 10 to 15 ambassadors, responsible for coaching, performance management and service quality for the Airbnb community in Canada.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada
- Languages
- English – fluent
- Pay
- CAD 94,000 – 117,000 / year
What you'll do
- Supervise a solid operational environment for the teams and ensure high-quality support to the community
- Manage the team's handling of complex, sensitive or urgent issues that may pose significant risk to the brand or community, acting as highest escalation point
- Meet regularly with direct reports to review their work and provide high-quality behaviour-based coaching
- Provide the team with best-practice guidelines for case and situation management and ensure working methods are documented and followed
- Ensure the team is appropriately staffed and that staff complete onboarding and ongoing training
- Guide ambassadors on cases involving internal stakeholders until closure and occasionally support field case management
- Collaborate with Capacity Planning and the PMO on minimum staffing, coverage, contingency planning and advocating staffing needs
- Drive performance at ambassador, team and service level
- Hold team members accountable for performance goals fairly through clear expectations, individual follow-up and positive coaching
- Manage ambassador and team performance, including identifying trends, corrective action, feedback, year-end reviews and improvement plans
- Establish and express the quarterly vision and direction and deliver it at all-hands meetings
- Share feedback and recommendations on setting service targets
- Monitor overall service performance and contribute to trend reporting, providing an overview to the Director, Service Delivery
- Own the full people strategy and operations for the ambassador team, including hiring, onboarding, talent development, engagement and wellbeing
- Foster the professional success of the team and each person through clear goals, feedback, one-on-ones and coaching
- Support professional development by finding and creating development opportunities and leveraging company-wide resources
- Handle day-to-day management tasks such as leave approvals, team and individual meetings, and Talent issues
- Maintain a culture of openness, transparency and accountability
- Demonstrate strong leadership on important issues including diversity and belonging, allyship, ethics, compliance and high service standards
- Support strategic initiatives within Service Delivery and the service as needed
- Guide the team through successful implementation of company or other strategic changes and objectives
- Support internal performance and operations improvement projects in collaboration with the Service Excellence team and cross-functional partners
- Apply critical thinking and constantly evaluate procedures, gathering team feedback to identify improvement opportunities
What we're looking for
- 8 or more years of progressive experience in a customer service or operations role, including 5 years in direct people and employee lifecycle management
- Demonstrable experience improving team performance as a line manager
- Experience deploying resources to manage real-time crisis situations, including highly sensitive or severe cases and loss decision authority
- Experience analysing and reporting data to identify performance trends and developing and implementing performance management standards
- Experience translating global goals and strategies into concrete, actionable plans for teams, including setting operational targets
- Ability to work weekends, holidays and on call as needed
- Excellent verbal and written communication skills in English
- Exceptional leadership and team management skills, comfortable with conflict, feedback and employee or Talent issues
- Excellent communication skills to collaborate with various stakeholders and handle sensitive cases while staying calm under pressure
- Organised and resourceful, able to juggle multiple tasks with attention to detail and rigorous follow-up in ambiguous situations
- Deep understanding of customer service operations and processes, with the ability to convey them to the team
- Strategic thinking and problem-solving skills to evaluate procedures and identify improvement opportunities
- Ability to relay information with context and guide the team through change
- Exceptional coaching skills with high emotional intelligence and adaptable feedback and communication style
- Cultural competence and strong commitment to promoting diversity and inclusion within the team
- Proficiency with various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)
Your team
Service Delivery
The manager supports one or more internal customer service services and reports to the Director, Service Delivery.
Benefits
- The role may be eligible for bonus, equity, benefits and Employee Travel Credits
Apply
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home
Airbnb has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.
Mission
To make it possible for guests to connect with communities in a more authentic way through unique stays and experiences offered by hosts
Key facts
- 2007
- San Francisco
- Over 5 million hosts have welcomed over 2 billion guest arrivals in almost every country
- Airbnb Canada inc. can currently hire in Alberta, Ontario, British Columbia, Quebec and Saskatchewan
- This role is newly created and does not replace or fill an existing position
What they value
- Diversity of ideas fosters innovation and engagement
- Commitment to working with the widest possible talent pool