Supervisor, Premium Support (French/English)

Airbnb seeks a Supervisor for its Community Support team to lead a team of 10-15 ambassadors, ensuring high-quality customer service and operational excellence. This operational leadership role requires substantial customer service and team management experience.

• Oversee team operations and act as the highest escalation point for complex, sensitive, or urgent issues.
• Provide behavior-based coaching, set performance goals, and manage performance reviews and improvement plans.
• Ensure appropriate staffing, onboarding, and ongoing training; manage day-to-day people operations including hiring and talent development.
• Collaborate with regional Talent teams on improvement plans and terminations; support strategic initiatives and process improvements.

• 6+ years of progressive customer service or operations experience, with 3 years directly managing staff.
• Fluency in spoken and written English and French is required.
• Experience managing real-time crisis situations and high-severity cases.
• Proficiency in data analysis and reporting tools (tableau, SQL, Excel, Google Sheets).
• Ability to work weekend days, holidays, and on-call.

Based in Canada; eligible provinces: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Canada Annual Pay Range: $80,000—$93,000 CAD. Eligible for bonus, equity, benefits, and Employee Travel Credits.

Apply through the Airbnb careers page. For disability accommodations, contact reasonableaccommodations@airbnb.com.