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Responsibilities
Lead a team of approximately 10 to 15 ambassadors and oversee the quality and execution of customer support.
Manage escalations involving complex, sensitive, or urgent cases, and guide cases involving internal stakeholders through resolution.
Coach direct reports, review their work, and create development or performance-improvement plans as needed.
Set clear performance expectations, monitor individual and team results, and contribute to service performance reporting.
Manage team staffing, onboarding, ongoing training, engagement, and routine personnel matters.
Communicate service priorities and organizational changes to your team and support their implementation.
Evaluate operational procedures and collaborate with internal partners to identify and deliver improvements.
Qualifications
At least 8 years of progressive experience in customer service or operations, including at least 5 years managing employees directly and overseeing their employee lifecycle.
Demonstrated experience improving team performance as a people manager.
Experience deploying resources during real-time crises, managing highly sensitive or serious cases, and making decisions involving losses.
Experience analyzing and reporting data to identify performance trends and developing and implementing performance-management standards.
Experience translating broader goals and strategies into actionable team plans, operational targets, or performance objectives.
Excellent spoken and written English communication skills, and availability to work weekends, holidays, or on-call as needed.
Experience using Tableau, SQL, Excel, Google Sheets, or similar tools for performance analysis and reporting.
Experience guiding teams through organizational change and improving customer-service processes.
A track record of fostering an inclusive, diverse, and accountable team culture.
Work Environment
The position is full-time and eligible for remote work from Canada; occasional work at an Airbnb office or attendance at off-site meetings may be arranged with your manager.
You must reside in a province where Airbnb Canada Inc. has a registered entity; the listing currently names Alberta, Ontario, British Columbia, Quebec, and Saskatchewan as eligible provinces, subject to change.
You will work in a fast-paced environment that can involve pressure, ambiguity, and sensitive cases.
The role may require work on weekends, holidays, and on-call as needed.
You will collaborate with internal stakeholders, including capacity planning and program-management partners.
Benefits & Perks
Annual base pay is CAD 94,000–117,000; the role may also be eligible for a bonus, equity, benefits, and Employee Travel Credits.
You will have opportunities to develop team members through coaching, feedback, performance planning, and access to company-wide development resources.
The role offers experience in service operations, people leadership, performance management, crisis response, and cross-functional improvement initiatives.