Manager, Premium Support

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 seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in Canada. The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should 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 strong operational environment for your teams and ensure high quality support for the community from your team • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training. • For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work Drive performance at the ambassador, team, and service level • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings • Share input and recommendations about service target setting. • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director Build and nurture an engaged and diverse team • Own 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, driving onboarding, talent development, and people en