Airbnb

4 days ago

Manager, Premium Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Lead premium customer support operations for the Airbnb community, overseeing teams of ~10–15 ambassadors. You’ll serve as the highest escalation point for urgent, sensitive cases, provide behavior-based coaching, ensure best practices and documentation are followed, and manage staffing, onboarding, and ongoing training. Drive performance through goal setting, trend analysis, corrective actions, and reporting to the Delivery Director, while building an engaged, diverse, and inclusive team.

Location: Alberta, Ontario, British Columbia, Quebec, Saskatchewan

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee operational execution and ensure high-quality support for the community, including acting as the highest escalation point for urgent and high-level escalations.
•Provide regular one-on-one meetings and behavior-based coaching, including building performance development strategies and plans.
•Create and maintain best-practice guidelines, and ensure ways of working are documented and followed.
•Ensure appropriate staffing and that ambassadors complete onboarding and ongoing training.
•Drive performance at the ambassador, team, and service level through goal setting, trend identification, corrective actions, and reporting to the Delivery Director.

Pay and Benefits

Salary: CAD 94,000 - 117,000 annually

Key Requirements

•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 to manage real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses.
•Experience with data analysis and reporting to identify performance trends and develop performance management standards.
•Fluency in written and spoken English; ability to work weekends, holidays, and be on-call as required.

Experience:8+ yearsCustomer serviceOperationsTeam managementCustomer support

Skills:LeadershipCommunicationOrganizationalStrategic thinkingCoaching

Languages:English

Tech Stack:TableauSQLExcelGoogle Sheets

Company Brief

Airbnb

Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Airbnb

4 days ago

Manager, Premium Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Alberta, Ontario, British Columbia, Quebec, Saskatchewan

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee operational execution and ensure high-quality support for the community, including acting as the highest escalation point for urgent and high-level escalations.
•Provide regular one-on-one meetings and behavior-based coaching, including building performance development strategies and plans.
•Create and maintain best-practice guidelines, and ensure ways of working are documented and followed.
•Ensure appropriate staffing and that ambassadors complete onboarding and ongoing training.
•Drive performance at the ambassador, team, and service level through goal setting, trend identification, corrective actions, and reporting to the Delivery Director.

Pay and Benefits

Salary: CAD 94,000 - 117,000 annually

Key Requirements

•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 to manage real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses.
•Experience with data analysis and reporting to identify performance trends and develop performance management standards.
•Fluency in written and spoken English; ability to work weekends, holidays, and be on-call as required.

Experience:8+ yearsCustomer serviceOperationsTeam managementCustomer support

Skills:LeadershipCommunicationOrganizationalStrategic thinkingCoaching

Languages:English

Tech Stack:TableauSQLExcelGoogle Sheets

Company Brief

Airbnb

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn