Supervisor, Premium Support (French/English)
AirbnbShort-term Rentals company
Canada$80,000 - $93,000 CADManager
Sequoia Capital
Greylock Partners
Andreessen Horowitz
Founders Fund
Y Combinator
Silver Lake
Operations & Strategy
About the role
TL;DR
Supervise a customer support team, ensuring high-quality service and driving team performance.
- •Airbnb is seeking a dedicated and enthusiastic Supervisor to provide exceptional Customer Service management to the Airbnb community.
- •This role involves leading a team of approximately 10-15 ambassadors, focusing on coaching, upleveling their skills, and ensuring high standards of service.
- •Key Responsibilities Oversee operational environment and ensure high-quality support for the community.
- •Manage complex, sensitive, and urgent issues, acting as the highest escalation point.
- •Provide regular coaching and performance development strategies for direct reports.
- •Drive team performance through clear expectations, feedback, and tailored coaching.
- •Own and manage the end-to-end people strategy for the ambassador team, including hiring, onboarding, and talent development.
- •Requirements 6+ years of experience in customer service or operations, with 3 years in a direct management role.
- •Fluency in spoken and written English and French is required.
- •Demonstrable experience in driving improved team performance as a line manager.
- •Experience in managing real-time crisis situations and high severity/sensitivity cases.
- •Ability to work weekend days, holidays, and on-call is required.
Required skills
CoachingSQLTableauExcel
Nice-to-have skills
Excel
Domain expertise
travel
Tech stack
ExcelTableauSQL