- Company: Airbnb
- Location: Canada
- Job type: Full-time
- Salary: CAD 80,000 – 93,000
About the role
Airbnb is seeking a dedicated and enthusiastic Premium Support Supervisor to deliver exceptional customer service within the Airbnb community. This is an operational leadership role where you will guide and develop a team of 10 to 15 ambassadors. You will ensure the highest standards of service through coaching, performance management, and strategic planning. The position requires strong organizational skills, adaptability, and the ability to manage both real-time and planned work in a fast-paced environment.
Responsibilities
- Supervise operational environments and ensure high-quality support for the Airbnb community.
- Manage complex, sensitive, or urgent issues that pose a risk to the brand or community, acting as the ultimate escalation point.
- Conduct regular one-on-one meetings to review work and provide behavior-focused coaching.
- Develop performance strategies and plans for your service teams.
- Provide guidelines on best practices for case management and ensure methods are documented.
- Ensure adequate staffing levels and complete onboarding and continuous training.
- Drive performance at the ambassador, team, and service levels by setting clear expectations and providing positive coaching.
- Manage performance by identifying trends, offering corrective measures, and writing year-end evaluations.
- Collaborate with regional Talent teams on performance improvement plans and terminations when necessary.
- Build and cultivate an engaged, diverse team by managing hiring, onboarding, development, and engagement.
- Maintain a culture of openness, transparency, and accountability.
- Demonstrate strong leadership on diversity, inclusion, ethics, and compliance.
- Support strategic initiatives and guide the team through organizational changes.
- Continuously evaluate procedures and gather team feedback to optimize processes.
Requirements
- 6+ years of progressive experience in customer service or operations.
- 3+ years of direct people management experience, including the full employee lifecycle.
- Fluent English (spoken and written) is required.
- Demonstrated experience in improving team performance as a line manager.
- Experience in deploying resources for real-time crisis management, including high-severity cases and loss decisions.
- Experience in data analysis and reporting to identify performance trends and implement management standards.
- Ability to work weekends, holidays, and be available on call as needed.
- Strong leadership, conflict resolution, and communication skills.
- Proficiency in data analysis tools such as Tableau, SQL, Excel, or Google Sheets.
- Must be based in Canada, specifically in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.
Pay and benefits
The annual base pay range is CAD 80,000 to CAD 93,000. The actual base pay depends on factors such as training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonuses, equity, benefits, and Employee Travel Credits.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
