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Airbnb Logo Airbnb · Customer Service

Manager, Premium Support

Canada, British Columbia Employment contract 94000.00 - 117000.00 CAD / Year · Job Posted May 16, 2026
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Job Description

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 British Columbia, Canada.

Job Responsibility

  • 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
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching
  • Provide best practices guidelines to your team on how to handle cases and situations
  • 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
  • Collaborate with Capacity Planning & WFP on setting minimum headcount
  • Drive performance at the ambassador, team, and service level
  • Ensure individual team members are held accountable to performance goals
  • Manage both ambassador and team performance
  • Ability to set and articulate the vision and focus for the quarter
  • Share input and recommendations about service target setting
  • Provide oversight on the overall service performance and contribute to reporting on trends
  • Build and nurture an engaged and diverse team
  • Own and manage end-to-end people strategy and operations within your ambassador team
  • Enable team and individual professional success
  • Support team in professional development within a team
  • Keep up with day-to-day management duties
  • Maintain a culture of openness, transparency and accountability
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance
  • Support strategic initiatives within Delivery and your service as needed
  • Lead the team toward the successful execution of company or other strategic changes or goals
  • Support, as needed, internal Delivery performance & operations improvement projects
  • Think critically and constantly evaluate our procedures

Requirements

  • 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
  • Demonstrable experience in driving improved performance of teams as a line manager
  • Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
  • Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
  • Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
  • Ability to work weekend days, holidays, and on-call required
  • Strong communicator, with fluency, in both written and spoken, English
  • Exceptional leadership and team management skills
  • Strong communication skills
  • Organized and resourceful
  • In-depth understanding of customer service operations and processes
  • Strategic thinking and problem-solving abilities
  • Ability to cascade with context and lead your team through changes
  • Exceptional coaching skills
  • Cultural competency and a strong commitment to fostering diversity and inclusion
  • Proficiency in various data analysis and reporting tools (tableau, SQL, Excel, Google Sheets, etc.)

What we offer

  • bonus
  • equity
  • benefits
  • Employee Travel Credits
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