Apt Insight
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Responsibilities
Lead a team of ambassadors in delivering high-quality customer support and handling complex, sensitive, or urgent cases.
Coach direct reports, set clear performance expectations, and develop individual and team performance plans.
Oversee staffing, onboarding, ongoing training, and coverage planning in collaboration with capacity planning partners.
Track service performance and analyze trends to inform reporting, target setting, and corrective actions.
Manage team hiring, talent development, engagement, wellness, and day-to-day people operations.
Communicate strategic changes and service priorities, and guide the team through their implementation.
Gather team feedback and collaborate with cross-functional partners to improve service procedures and operations.
Qualifications
At least 8 years of progressive experience in customer service or operations, including 5 years directly managing staff and the employee lifecycle.
Demonstrated experience improving team performance as a line manager.
Experience deploying resources during real-time crises and managing high-severity or sensitive cases, including decision-making authority for losses.
Experience analyzing data and reporting on performance trends, and developing and implementing performance management standards.
Ability to translate strategic goals into concrete team actions, operational targets, or performance goals.
Fluency in written and spoken English, and ability to work weekends, holidays, and on-call.
Experience with data analysis and reporting tools such as Tableau, SQL, Excel, or Google Sheets.
A track record of tailoring coaching and feedback to support individual development.
Experience leading teams through operational or strategic changes.
Work Environment
The position is remote eligible in Canada; you must live in Alberta, Ontario, British Columbia, Quebec, or Saskatchewan, subject to the employer’s eligible-province requirements.
The role may involve occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.
You will work in a fast-paced environment and may need to respond flexibly under pressure.
The schedule requires availability for weekend days, holidays, and on-call duties.
Benefits & Perks
The annual base pay range is $94,000–$117,000 CAD; actual pay depends on factors including experience, skills, business needs, and market demands.
The role may also be eligible for a bonus, equity, benefits, and Employee Travel Credits.
You will support ambassador onboarding, coaching, and professional development, and help identify development opportunities for your team.
The position offers scope to lead service-level performance and contribute to operational improvement initiatives.