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 into their home in San Francisco, and has since grown to more than 4 million Hosts who have welcomed more than 1 billion guests in almost every country around the world. Every day, Hosts offer unique stays and experiences that allow 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 ensure exceptional customer service management within the Airbnb community, as a supervisor. The ideal person is hospitable, analytical and determined to deliver the highest service standards through coaching and developing their team.
The supervisor supports one or more internal Customer Service (CS) functions. This is an operational leadership role requiring substantial experience in customer service and team management. Supervisors lead teams of approximately 10 to 15 Ambassadors and must be able to guide and develop their team by demonstrating first-rate customer service skills. Strong organizational skills and the ability to manage both real-time work and planned work are also required. The person must also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.
A typical day:
- Oversee a solid operational environment for your teams and ensure high-quality support to the community through your team
- Manage the team's handling of complex, sensitive or urgent issues that could pose a significant risk to our brand or community, including acting as the ultimate escalation point 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 performance development strategy or plan for your team(s)
- Provide your team with best-practice guidelines for managing cases and situations, and ensure working 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 service levels
- Ensure each team member is held accountable for achieving performance objectives 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 the performance of Ambassadors and the team, including identifying performance trends, providing corrective measures and overall positive feedback, and writing year-end reviews and improvement plans
- Provide recommendations on setting service objectives
- Work with regional Talent teams on all personal improvement plans and terminations, as needed
- Build and cultivate an engaged and diverse team
- Own and manage people strategy and operations end to end within your Ambassador team, to foster a high-performing and sustainable team environment. This includes hiring, promoting onboarding, talent development and engagement, and staff well-being and morale
- Support the professional success of the team and each individual by encouraging your team to meet and exceed expectations through clear objectives, 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 growth
- Handle routine management tasks such as leave approvals, team and one-on-one meetings, and managing Talent-related matters
- Maintain a culture of openness, transparency and accountability that enables our teams to give their best while remaining authentic
- Demonstrate strong leadership on important issues such as diversity and belonging, allyship, ethics, compliance and maintaining high service standards across the company
- Support strategic initiatives within Service Delivery (Delivery) and your function, as needed
- Guide the team in successfully executing company strategic changes or objectives or other initiatives within your function, by relaying updates and changes, communicating new requirements and providing feedback
- Support, as needed, projects to improve the performance and operations of internal Service Delivery, in collaboration with the Delivery Excellence team and cross-functional partners
- Apply critical thinking and continuously evaluate our procedures. Gather team feedback to identify opportunities to improve performance and better optimize processes for the team, the service and the global community
Your expertise:
- 6 or more years of progressive experience in a customer service or operations role, including 3 years in a direct people management role and employee lifecycle management
- Mastery of English, both spoken and written, is required
- Demonstrable experience improving team performance as a line manager
- Experience deploying resources to manage real-time crisis situations, including handling high-severity or sensitive cases and decision-making authority related to losses
- 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 on call, as needed
Your additional skills:
- Good leadership and team management skills to lead a team of professionals, comfortable with conflict management, feedback (given and received) and managing people and Talent-related matters
- Strong communication skills to collaborate with various stakeholders and manage sensitive cases, while remaining calm and composed under pressure
- Organized and resourceful; able to juggle 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 change
- Cultural competence and a 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 work location:
Due to the nature of this role, the successful candidate must be based in Canada. Currently, employees may be located in British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continuously updated; please check back if your province is not currently listed. If your role 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 broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit your application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the position you are applying for and the accommodation needed to support you through 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 large 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
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.