Manager, Premium Support
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.
The impact you will have:
We are looking for a dedicated and enthusiastic person to provide exceptional customer service management to the Airbnb community as a Manager. The ideal person is welcoming, analytical, and committed to delivering the highest service standards through coaching and the development of their team. This is a full-time position based in Canada.
The Manager supports one or more internal customer service departments. This is an operational leadership role that requires considerable experience in customer service and team management. Managers oversee teams of approximately 10 to 15 ambassadors and must be able to guide and develop their ambassadors, demonstrating top-tier customer service skills. Strong organizational skills and the ability to balance real-time work and planned work are also required. They must also be adaptable and responsive in our fast-paced, sometimes high-pressure environment, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality.
A typical day:
Oversee a strong operational environment for your teams and ensure high-quality support to the community through your team
Manage the team's execution of complex, sensitive, and/or urgent issues that could pose a significant risk to our brand or community, including acting as the highest escalation point for case consultations and high-level escalations from other stakeholders
Meet regularly with your direct reports to review their work and offer high-quality behavior-based coaching; must be able to create a strategy or performance development plan for your services
Provide your team with guidelines on best practices for case and situation management, and ensure that working methods are documented and followed
Ensure that the team is constantly appropriately staffed and that staff complete their onboarding and continuous training
For cases involving internal stakeholders, guide ambassadors so they take appropriate actions until case closure and, in rare cases, support field case management
Collaborate with Capacity Planning and the PMO to establish minimum staffing, ensure adequate coverage, plan contingency measures related to the impact of changes, and advocate for staffing needs relative to volume or workload
Drive performance at the ambassador, team, and service levels
Ensure that team members are held accountable for performance goals in a fair and equitable manner by setting clear expectations, conducting individual follow-ups, and offering positive coaching to develop and improve their skills in a personalized way
Manage ambassador and team performance, including identifying performance trends, providing corrective measures and overall positive feedback, and drafting year-end evaluations and improvement plans
Be able to establish and communicate the vision and direction for the quarter; deliver this vision and direction during "all hands" type general meetings
Share feedback and recommendations on setting service targets
Ensure monitoring of overall service performance and contribute to the production of trend reports, providing an overview of the service to the Director, Service Delivery
Build and maintain an engaged and diverse team
Take full management of strategy and operations related to personnel within your ambassador team, in order to foster a high-performing and sustainable team environment. This includes hiring, onboarding, talent development, and staff engagement, well-being, and morale
Foster the professional success of the team and each individual by supporting and challenging your team to meet and exceed expectations through clear goals, feedback, individual meetings, and coaching
Support professional development within the team by finding and creating development opportunities, and leveraging resources offered at the enterprise scale to regularly foster your team's development
Handle daily management tasks, such as approving time off, team and individual meetings, and managing Talent-related issues
Maintain a culture of openness, transparency, and accountability that allows our teams to do their best work while being themselves
Demonstrate strong leadership on important issues, including diversity and belonging, allyship, ethics, compliance, and maintaining high service standards toward the company
Support strategic initiatives within Service Delivery and your department, as needed
Guide the team toward the successful implementation of company strategic changes or objectives or others within your department, by relaying updates and changes, communicating new requirements, and providing feedback
Support, as needed, performance and operations improvement projects within Service Delivery internally, in collaboration with the Service Excellence team and cross-functional partners
Demonstrate critical thinking and constantly evaluate our procedures. Gather feedback from the team to identify opportunities to improve performance and better optimize processes for the team, the service, and the global community
Your expertise:
8 years or more of progressive experience in a customer service or operations role, including 5 years in a direct people management and employee lifecycle role
Demonstrable experience in improving team performance as a line manager
Experience in deploying resources to manage real-time crisis situations, including managing highly sensitive or serious cases, and decision-making authority regarding losses
Experience in data analysis and reporting to identify performance trends, as well as in developing and implementing performance management standards
Experience in translating global goals and strategies into concrete and actionable steps for your teams, including setting operational or functional targets or performance goals
Ability to work weekends, holidays, and on-call, as needed
Excellent communication skills, both oral and written, in English
Your skills and abilities:
Exceptional leadership and team management skills to manage a team of professionals — comfortable with conflict, with giving and receiving feedback, and with managing employee or Talent-related issues
Excellent communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and composed under pressure
Organized and resourceful; able to juggle multiple tasks at once, with attention to detail and rigorous follow-up, even in ambiguous situations
Deep understanding of customer service operations and processes, with the ability to convey them to your team
Strategic thinking and problem-solving abilities to evaluate procedures and identify improvement opportunities
Ability to relay information with context and guide your team through changes
Exceptional coaching skills; you have a high emotional quotient and know how to adapt your feedback and communication style according to the needs of the person being coached or mentored
Cultural competence and a strong commitment to promoting diversity and inclusion within the team
Proficiency in various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)
Your workplace:
This position is eligible for remote work — Canada. The role may include occasional work in an Airbnb office or participation in off-site meetings, depending on an agreement with your manager. Although the position is eligible for remote work, you must reside in a province where Airbnb Canada inc. has a registered entity. We can currently hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is constantly evolving; therefore, please check with your recruiter regarding which provinces make you eligible for this position.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people, as well as to develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and require a reasonable accommodation to submit your application, please contact us at the following address: reasonableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the accommodation needed to assist you in the recruitment process.
We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruitment team efficiently evaluate a large volume of applications. All final hiring decisions are made by a human reviewer.
This role is newly created and does not replace or fill an existing position. How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range $94,000 — $117,000 CAD
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.