Gestionnaire, Soutien Premium

Airbnb is seeking a dedicated and enthusiastic individual to provide exceptional customer service management to the Airbnb community as a Manager. The ideal candidate is welcoming, analytical, and committed to delivering the highest service standards through coaching and 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 requiring 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-class 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 role and employee lifecycle.
• 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 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; high emotional quotient and ability to adapt 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 at an Airbnb office or participation in off-site meetings, as agreed with your manager. Although the position is remote-eligible, 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 evolves continuously; 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.

To apply, please use the application link provided. If you are a candidate with a disability and require a reasonable accommodation to submit your application, please contact reasonableaccommodations@airbnb.com. Include your full name, the position you are applying for, and the accommodation needed.