Bilingual Premium Support Supervisor (French/English)

Airbnb; Canada; On-site; CAD 80,000 - 93,000; Full time

Job summary

Airbnb is seeking a Supervisor to lead customer service teams in Canada, coaching ambassadors and driving performance. The role requires balancing real-time and planned work, setting expectations, and handling high-severity cases with professionalism.

This newly created position emphasizes leadership, collaboration with Talent teams, and delivering top-tier service to the Airbnb community across Canada.

Qualifications

• 6+ years in customer service or operations
• 3+ years directly managing staff
• Fluency in English and French
• Experience handling real-time crisis and high-severity cases
• Strong data analysis and reporting skills
• Ability to work weekends and on-call

Responsibilities

• Oversee ambassador teams and ensure high-quality support
• Coach direct reports and develop performance plans
• Provide guidelines and document ways of working
• Staffing, onboarding and ongoing training
• Drive team performance and set clear expectations
• Collaborate with Talent teams on improvement plans

Skills

People leadership

Customer service

Team coaching

Conflict resolution

Data analysis

Project management

English/French bilingual

Job description

Airbnb is seeking a Supervisor to lead customer service teams in Canada, coaching ambassadors and driving performance. The role requires balancing real-time and planned work, setting expectations, and handling high-severity cases with professionalism.

This newly created position emphasizes leadership, collaboration with Talent teams, and delivering top-tier service to the Airbnb community across Canada.