Manager, Premium Support

About Airbnb

Founded in 2007 in San Francisco, Airbnb has grown to a platform where over 5 million hosts have welcomed more than 2 billion guests across nearly every country worldwide. It enables guests to connect authentically with communities through unique stays and experiences.

Role Overview

We are looking for a motivated and dedicated Manager to lead our Premium Support team, delivering outstanding customer service to the Airbnb community. This full-time position is based in Canada and supports internal customer service functions by managing a team of ambassadors. You will focus on coaching, operational excellence, and elevating service standards to ensure exceptional community support.

Key Responsibilities

• Lead and maintain a strong operational environment providing high-quality support for the community.
• Manage complex, sensitive, and urgent cases posing risks to Airbnb’s brand or community, serving as the highest escalation point for critical issues.
• Provide regular coaching and performance reviews to your team members, developing tailored growth plans.
• Ensure documentation and adherence to best practice guidelines for handling cases and workflows.
• Collaborate with Workforce Planning to maintain adequate staffing and contingency plans that align with demand.
• Drive individual and team performance by setting clear goals, monitoring progress, offering corrective feedback, and writing annual reviews.
• Lead team meetings to communicate quarterly goals and vision effectively.
• Build and sustain an engaged, diverse, and high-performing team culture emphasizing transparency, accountability, and inclusion.
• Manage recruitment, onboarding, talent development, and employee engagement initiatives within your team.
• Support strategic projects and continuously evaluate processes to enhance team and service effectiveness.

Qualifications

• More than 8 years’ progressive experience in customer service or operations roles, including at least 5 years of direct staff and employee lifecycle management.
• Proven ability to improve team performance as a line manager.
• Experience handling resource deployment during real-time crises, including high sensitivity cases and decision authority for loss mitigation.
• Strong skills in data analysis and performance reporting to identify trends and inform management standards.
• Capability to translate strategic objectives into practical actions and operational targets.
• Willingness and ability to work weekends, holidays, and be on-call when required.
• Excellent written and spoken English communication skills.

Skills and Competencies

• Outstanding leadership and team management abilities, including conflict resolution and handling employee issues.
• Effective communication skills for stakeholder collaboration and calm crisis management.
• Highly organized, resourceful, and capable of multitasking with strong attention to detail in ambiguous environments.
• Deep understanding of customer service operations and team coaching tailored to diverse professional needs.
• Strategic thinker with problem-solving aptitude for evaluating and improving procedures.
• Ability to manage change communication and guide teams through transitions.
• High emotional intelligence with expert coaching and feedback skills.
• Commitment to diversity, equity, and inclusion with cultural competency.
• Proficiency in data analytics and reporting tools including Tableau, SQL, Excel, and Google Sheets.

Location and Work Arrangement

This position is eligible for remote work within Canada, specifically in provinces where Airbnb Canada, Inc. operates: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. Occasionally, there may be work at Airbnb offices or offsite events as agreed.

Inclusion and Accessibility

Airbnb encourages applications from all qualified individuals and is committed to diversity. We provide accommodations for candidates with disabilities during the hiring process upon request.

Compensation

The annual salary range for this role in Canada is between 94,000 and 117,000 CAD. Additional compensation may include bonuses, equity, benefits, and employee travel credits. Actual pay depends on experience, skills, and market conditions.