Gestionnaire, Soutien Premium

Airbnb is seeking a dedicated and enthusiastic individual to provide exceptional customer service management to the Airbnb community as a Manager. This is a full-time position based in Canada. The Manager supports one or more internal customer service teams. This is an operational leadership role that requires considerable experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and must be able to guide and develop their ambassadors, demonstrating first-rate customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They must also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality.

• 8+ years 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 people 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 developing and implementing performance management standards.
• Experience translating global goals and strategies into concrete, actionable actions 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.

• Exceptional leadership and team management skills to manage a team of professionals — comfortable with conflict, giving and receiving feedback, and managing employee or Talent 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 skills 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 to the needs of the person being coached or mentored.
• Cultural competence and 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.).

This position is eligible for remote work — Canada. The role may include occasional work in an Airbnb office or participation in offsite meetings, as agreed 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; please check with your recruiter which provinces make you eligible for this position.

Canada Annual Pay Range: $94,000—$117,000 CAD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Airbnb is committed to working with the broadest talent pool possible. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply. We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need a reasonable accommodation to submit your application, please contact us at 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 recruiting team efficiently evaluate a high 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.