Remote Premium Support Manager (Canada)

Airbnb; United States; On-site; USD 66,827 - 83,178; Full time

Benefits offered by this job

Employee Travel Credits

Benefits

Job summary

Airbnb is seeking a dedicated Manager to lead its Customer Service team in Canada. You will coach a 10-15 ambassador team, balance real-time and planned work, and elevate service standards across the community.

In this remote-eligible role, you will oversee performance, recruit and onboard staff, and partner with cross-functional teams to drive process improvements while maintaining confidentiality and a high level of professionalism.

Qualifications

• 8+ years in customer service or operations
• 5+ years in a staff management role
• Experience in crisis management for high severity cases
• Experience in data analysis and reporting for performance trends
• Fluent in English (written and spoken)

Responsibilities

• Oversee operations to ensure high-quality community support from your team.
• Coach direct reports and develop a performance plan for your service(s).
• Provide best practices and document ways of working for case handling.
• Ensure staffing, onboarding, and training are completed.
• Guide ambassadors to take proper actions in escalated cases and collaborate with stakeholders.
• Collaborate with Capacity Planning & WFP on headcount planning and staffing needs.

Skills

Customer service leadership

Team management

Crisis management

Data analysis

Communication (English)

Coaching & development

Operational planning

Cross-functional collaboration

Tools

Tableau

SQL

Excel

Google Sheets

Job description

Airbnb is seeking a dedicated Manager to lead its Customer Service team in Canada. You will coach a 10-15 ambassador team, balance real-time and planned work, and elevate service standards across the community.

In this remote-eligible role, you will oversee performance, recruit and onboard staff, and partner with cross-functional teams to drive process improvements while maintaining confidentiality and a high level of professionalism.