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.
The difference you will make:
We are looking for a dedicated and enthusiastic candidate to provide exceptional customer service management within the Airbnb community as a Supervisor. The ideal person is hospitable, analytical, and committed to delivering the highest standards of service through coaching and developing their team.
The Supervisor supports one or more internal Customer Service (CS) departments. This is an operational leadership role requiring substantial experience in customer service and team management. Supervisors manage teams of approximately 10 to 15 ambassadors and must be able to guide and develop their team by demonstrating top-tier customer service skills. Strong organizational skills as well as the ability to manage both real-time and planned work are also required. The person must also be adaptable and responsive in our fast-paced, sometimes high-pressure environment, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality.
A typical day:
- Supervise a robust operational environment for your teams and ensure high-quality support for the community through your team
- Manage the team's execution of complex, sensitive, or urgent issues that may represent a significant risk to our brand or community, including acting as the ultimate point of escalation for case consultations and high-level escalations from other stakeholders
- Meet regularly with your direct reports to review their work and provide quality, behavior-focused coaching; be able to create a strategy or performance development plan for your department(s)
- Provide your team with guidelines on best practices for case and situation management, and ensure that work methods are documented and followed
- Ensure the team is always adequately staffed and that staff complete onboarding and ongoing training
- Drive performance at the ambassador, team, and department levels
- Ensure that each team member is held accountable for achieving performance goals in a fair and equitable manner, by setting clear expectations, providing individual follow-up, and offering positive coaching to develop and improve each person's skills in a personalized way
- Manage ambassador and team performance, including identifying performance trends, providing corrective measures and overall positive feedback, and writing year-end evaluations and improvement plans
- Provide recommendations regarding the establishment of service goals
- Collaborate with regional Talent teams for the execution of all personal improvement plans and terminations, as needed
- Build and cultivate an engaged and diverse team
- Assume and manage end-to-end people strategy and operations within your ambassador team to foster a high-performing and sustainable team environment. This includes hiring, promoting onboarding, talent development, and staff engagement, well-being, and morale
- Foster the professional success of the team and each individual by supporting and encouraging your team to meet and exceed expectations through clear goals, feedback, one-on-one meetings, and coaching
- Support professional development within the team by finding and creating development opportunities, and by leveraging company-wide resources to regularly foster your team's development
- Assume routine 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 allows our teams to do their best work while remaining authentic
- Demonstrate strong leadership on important issues such as diversity and belonging, allyship, ethics, compliance, and maintaining high standards of service to the company
- Support strategic initiatives within Service Delivery and your department, as needed
- Guide the team toward the successful execution of company strategic changes or goals or other initiatives within your department, by relaying updates and changes, communicating new requirements, and providing feedback
- Support, as needed, performance and operational improvement projects for internal Service Delivery, in collaboration with the Delivery Excellence team and cross-functional partners
- Demonstrate critical thinking and constantly evaluate our procedures. Gather team feedback to identify opportunities to improve performance and better optimize processes for the team, the department, and the global community
Your expertise:
- 6+ years of progressive experience in a customer service or operations role, including 3 years in a role directly managing personnel and the employee lifecycle
- Fluency in English and French, both oral and written, is required
- Demonstrable experience in improving team performance as a line manager
- Experience in deploying resources for real-time crisis management, including managing high-severity or sensitive cases and loss-related decision-making authority
- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- Ability to work weekends, holidays, and be available on-call, as needed
Your additional skills:
- Strong leadership and team management skills to lead a team of professionals — comfortable with conflict management, feedback (giving and receiving), and managing personnel and Talent-related issues
- Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and composed under pressure
- Organized and resourceful; capable of juggling multiple tasks at once, with attention to detail and consistency, even in ambiguous situations
- In-depth understanding of customer service operations and processes
- Ability to relay information with context and guide your team through changes
- Cultural competence and a strong commitment to promoting diversity and inclusion within the team
- Proficiency in various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)
Your work location:
Due to the nature of this role, the successful candidate must be based in Canada. Currently, employees can be located in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is updated continuously; please check back if your province is not currently listed. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces where you are eligible to work.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the widest possible pool of talent. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people, as well as 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 require reasonable accommodations to submit your application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodation needed to support 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 recruiting team efficiently review a high volume of applications. All final hiring decisions are made by a human reviewer.
This position is newly created and does not replace or fill an existing role.
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
$80,000—$93,000 CAD