Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Airbnb was founded in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million hosts who have welcomed over 1 billion guests in almost every country in the world. Every day, hosts offer unique stays and experiences that allow guests to connect more authentically with communities.
The difference you will make:
We are looking for a dedicated and enthusiastic candidate to provide exceptional customer service management to the Airbnb community as a Manager, Safety Support. The ideal candidate is welcoming, analytical, and committed to maintaining the highest service standards through coaching and team development. We are looking for someone capable of empowering their team, managing performance effectively, and achieving strong results against set objectives. This is a full-time position based in Canada.
The Manager, Safety Support supports one or more internal customer service departments. This is an operational leadership role that requires substantial experience in customer service and team management. The Manager, Safety Support oversees teams of approximately 10 to 15 ambassadors and must be able to guide and advance their ambassadors, demonstrating excellent customer service skills. Strong organizational skills and the ability to balance real-time tasks and planned work are also required. The person must also demonstrate adaptability and responsiveness in our dynamic, sometimes pressured environment, while remaining flexible, proactive, resourceful, and efficient, and demonstrating a high level of professionalism and confidentiality. Customer-focused approach — advocating for the Airbnb experience to ensure customers receive premium support of the highest quality.
A typical day:
- Ensure a strong operational environment for your teams and guarantee high-quality support to the community from your team
- Manage the team's execution of complex, sensitive, and/or urgent cases that may present significant risk to our brand or community, including acting as the highest escalation point for case consultations and high-level escalations from other stakeholders
- Meet regularly with your direct reports to review their work and provide high-quality coaching focused on behaviors; you must be able to develop a performance development strategy and plan for your service(s). Be comfortable with direct and frank feedback, without avoiding difficult conversations about performance
- Provide your team with guidelines on best practices for managing cases and situations, and ensure that ways of working are documented and respected
- Ensure that the team is at all times adequately staffed and that staff complete onboarding and ongoing training
- Observe your team — listen to and regularly review the work of ambassadors directly to stay close to quality and coach effectively
- For cases involving internal stakeholders, guide ambassadors to take appropriate action through case closure and, in rare cases, support detailed case handling
- Collaborate with capacity planning and workforce management to establish minimum staffing levels, ensure adequate coverage, plan for impacts of unexpected changes, and advocate for staffing needs against workload volume
- Drive performance at the ambassador, team, and service level
- Ensure that team members are held accountable for performance objectives fairly and equitably by setting clear expectations, ensuring individual follow-up, and providing positive coaching to help team members develop and improve their skills in a personalized way
- Manage ambassador and team performance, including identifying performance trends, formulating corrective measures and general positive feedback, and drafting year-end evaluations and improvement plans
- Be able to establish and communicate the vision and priorities for the quarter; bring this vision to life through all-hands meetings
- Share suggestions and recommendations regarding the setting of service targets
- Ensure monitoring of overall service performance and contribute to trend reporting by providing a service overview to the Delivery Director
- Build and cultivate an engaged and diverse team
- Take ownership and manage people strategy and operations end-to-end within your ambassador team to foster a high-performing and sustainable team environment. This includes recruitment, onboarding, talent development and engagement, employee well-being, and morale
- Foster team and individual professional success by supporting and challenging your team to meet and exceed expectations through clear objectives, feedback, one-on-one meetings, and coaching
- Support team professional development by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team
- Perform daily management tasks such as approving time off, team and individual meetings, and managing talent-related issues
- Maintain a culture of openness, transparency, and accountability that enables our teams to do their best work while remaining themselves
- Demonstrate strong leadership on important issues, including diversity and belonging, allyship, ethics, compliance, and maintaining high service standards for the company
- Support strategic initiatives within delivery and your service, as needed
- Lead the team toward success in executing company changes or strategic objectives within your service by communicating updates and changes, communicating new requirements, and providing feedback
- Support, as needed, delivery performance and operations improvement projects, in collaboration with the delivery excellence team and cross-functional partners
- Think critically and continuously evaluate our procedures. Gather team feedback to identify opportunities to improve performance and optimize processes for the team, service, and global community
Your expertise:
- 8+ years of progressive experience in a customer service or operations role, including 5+ years of experience managing, coaching, and developing large customer-focused teams in a dynamic environment
- Demonstrated experience improving team performance as a direct manager
- Experience deploying resources to manage real-time crisis situations, including managing high-severity or sensitive cases and making decisions regarding losses
- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- Experience translating global objectives and strategies into concrete and achievable actions for your teams, including setting operational or functional targets and performance objectives
- Self-direction and ability to thrive in ambiguity, make strategic decisions, and translate global strategies into detailed execution
- Availability to work weekends, holidays, and on-call as needed
Your skills and expertise:
- Excellent leadership and team management skills to lead a team of professionals — comfortable with conflict, two-way feedback, and managing employee and talent-related issues
- Demonstrated ability to observe and coach direct reports through real-time observation, and proven track record of proactively improving service delivery and processes
- Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and composed under pressure
- Organizational sense and resourcefulness; ability to juggle multiple tasks and manage priorities, with attention to detail and rigor in follow-up, even in situations of ambiguity
- In-depth knowledge of customer service operations and processes; ability to convey this knowledge to your team
- Strategic thinking and problem-solving skills to evaluate procedures and identify opportunities for improvement
- Ability to communicate information with context and guide your team through changes
- Customer-focused approach — advocating for the Airbnb experience to ensure customers receive premium support of the highest quality
- Excellent coaching skills, high emotional intelligence, and ability to adapt your feedback and communication style to the needs of the person being coached
- Cultural competence and strong commitment to promoting diversity and inclusion within the team
- Proficiency with various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)
Your location:
Due to the nature of this position, the selected candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated, please check with us if the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and enables us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.
We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruitment team efficiently review a large number of applications. All final hiring decisions are made by a human.
This position is newly created and does not replace or fill an existing position.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range
$94,000—$117,000 CAD