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Manager, Premium Support
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Senior · 8+ years
Job description
Operational leadership role managing a team of approximately 10-15 customer service ambassadors for Airbnb's Community Support (CS) services. The Manager oversees team performance, coaching, staffing, and escalations to deliver high-quality support to the Airbnb community.
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
- 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, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
- Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; create a performance development strategy/plan for your service(s)
- Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
- Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training
- Guide ambassadors to take proper action to case closure for cases involving internal stakeholders and, in rare cases, support with in-the-weeds case handling
- Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
- Drive performance at the ambassador, team, and service level
- Hold individual team members accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively
- Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
- Set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
- Share input and recommendations about service target setting
- Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
- Build and nurture an engaged and diverse team
- Own and manage end-to-end people strategy and operations within your ambassador team, including hiring, driving onboarding, talent development, and people engagement/wellness/morale
- Enable team and individual professional success through clear goals/expectations, feedback, one-on-ones, and coaching
- Support team in professional development by finding and creating development opportunities and leveraging company-wide resources
- Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, 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 and maintaining high standards of service to the company
- Support strategic initiatives within Delivery and your service as needed
- Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
- Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
- Think critically and constantly evaluate procedures; collect feedback from the team to identify opportunities to improve performance and better optimize processes
What we're looking for
- 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, including managing high severity/sensitivity cases and decision-making authority for losses
- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
- Ability to work weekend days, holidays, and on-call required
- Strong communicator, with fluency, in both written and spoken, English
- Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
- Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
- Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
- In-depth understanding of customer service operations and processes; able to translate that to your team
- Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
- Ability to cascade with context and lead your team through changes
- Exceptional coaching skills, high EQ and ability to tailor feedback & communication style to meet the needs of your coachee or mentee
- Cultural competency and a strong commitment to fostering diversity and inclusion within the team
- Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Apply
About Airbnb
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. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hires in Alberta, Ontario, British Columbia, Quebec, and Saskatchewan for this role
What they value
- Diversity & Belonging
- Allyship
- Ethics
- Compliance
- Openness
- Transparency
- Accountability