- Company: Airbnb
- Location: Canada
- Job type: Full-time
- Salary: CAD 80,000 – 93,000
About the role
Join Airbnb as a Supervisor, Premium Support. You will lead a team of 10 to 15 ambassadors, ensuring they deliver exceptional service to the community. This operational leadership role requires you to coach your team, manage complex escalations, and drive performance in a fast-paced environment. You must be based in one of the eligible Canadian provinces: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.
Responsibilities
- Oversee daily operations and ensure high-quality support for the Airbnb community.
- Manage complex, sensitive, or urgent issues, acting as the highest escalation point for case consults.
- Provide behavior-based coaching and create performance development strategies for direct reports.
- Ensure the team is appropriately staffed and that onboarding and ongoing trainings are completed.
- Drive performance at the ambassador, team, and service levels by setting clear expectations and providing feedback.
- Own end-to-end people strategy, including hiring, talent development, and team engagement.
- Support strategic initiatives and collaborate with cross-functional partners to improve processes.
Requirements
- 6+ years of progressive experience in customer service or operations.
- 3 years of experience directly managing staff and the employee lifecycle.
- Fluency in spoken and written English.
- Demonstrable experience in driving improved team performance as a line manager.
- Experience in data analysis and reporting to identify performance trends.
- Ability to work weekend days, holidays, and on-call.
- Proficiency in data analysis tools such as Tableau, SQL, Excel, or Google Sheets.
Pay and benefits
- Annual base pay range: CAD 80,000 – 93,000.
- Eligible for bonus, equity, benefits, and Employee Travel Credits.
- Commitment to a disability-inclusive application and interview process.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
