Airbnb

1 day ago

Supervisor, Premium Support (French/English)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead premium customer support operations for Airbnb’s community, overseeing teams of ~10–15 ambassadors. Own escalations for complex, sensitive, or urgent cases, and provide behavior-based coaching and performance development. Drive staffing, onboarding, and ongoing training, while managing team and ambassador performance and identifying service trends. Partner with regional talent teams to execute improvement plans and terminations when needed, and support operational initiatives and process optimization.

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

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee day-to-day support operations to ensure high-quality service to the community.
•Act as the highest escalation point for complex, sensitive, or urgent issues and case consults.
•Conduct regular 1:1s and behavior-based coaching; create performance development strategies for your services.
•Drive ambassador and team performance by setting clear expectations, identifying trends, and managing corrective actions and feedback.
•Own end-to-end people strategy and operations for your ambassador team, including hiring, onboarding, talent development, and ongoing people engagement/operations.

Pay and Benefits

Salary: CAD 80,000 - 93,000 annually

Key Requirements

•6+ years of progressive experience in a customer service or operations role, including 3 years managing staff and the employee lifecycle.
•Fluency in spoken and written English and French.
•Demonstrated experience driving improved team performance as a line manager.
•Experience deploying resources to manage real-time crisis situations and make decisions for high-severity/sensitivity cases.
•Experience analyzing and reporting performance trends and implementing performance management standards.

Experience:6+ yearsCustomer serviceOperationsCustomer support

Skills:LeadershipTeam managementCoachingCommunicationOrganizational skills

Languages:EnglishFrench

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

1 day ago

Supervisor, Premium Support (French/English)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

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

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee day-to-day support operations to ensure high-quality service to the community.
•Act as the highest escalation point for complex, sensitive, or urgent issues and case consults.
•Conduct regular 1:1s and behavior-based coaching; create performance development strategies for your services.
•Drive ambassador and team performance by setting clear expectations, identifying trends, and managing corrective actions and feedback.
•Own end-to-end people strategy and operations for your ambassador team, including hiring, onboarding, talent development, and ongoing people engagement/operations.

Pay and Benefits

Salary: CAD 80,000 - 93,000 annually

Key Requirements

•6+ years of progressive experience in a customer service or operations role, including 3 years managing staff and the employee lifecycle.
•Fluency in spoken and written English and French.
•Demonstrated experience driving improved team performance as a line manager.
•Experience deploying resources to manage real-time crisis situations and make decisions for high-severity/sensitivity cases.
•Experience analyzing and reporting performance trends and implementing performance management standards.

Experience:6+ yearsCustomer serviceOperationsCustomer support

Skills:LeadershipTeam managementCoachingCommunicationOrganizational skills

Languages:EnglishFrench

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