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Supervisor, Premium Support

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Airbnb

17d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Montréal

AI generated summary

  • You need 6+ years in customer service/operations, 3+ in management, data analysis skills, strong leadership, adaptability, and a commitment to diversity. Availability for weekends/on-call is essential.
  • You will oversee a high-performing support team, manage escalations, coach team members, ensure proper staffing and onboarding, promote professional development, and drive operational improvements.

Requirements

  • 6+ years of progressive experience in a customer service or an operations role, with 3 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
  • Ability to work weekend days, holidays, and on-call required
  • Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
  • Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
  • Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
  • In-depth understanding of customer service operations and processes
  • Ability to cascade with context and lead your team through changes
  • Cultural competency and a strong commitment to fostering diversity and inclusion within the team
  • Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Responsibilities

  • 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 trainings
  • 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
  • Share input and recommendations about service target setting
  • Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required
  • 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 engagement/wellness/morale
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
  • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team
  • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
  • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
  • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
  • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
  • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

FAQs

What is the job title of this position?

The job title is Supervisor, Premium Support.

Where is the job location?

The position is based in Montréal, Canada, but employees can also be located in provinces such as British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

What are the key responsibilities of a Supervisor in this role?

The Supervisor is responsible for overseeing customer service operations, managing a team of ambassadors, driving performance, providing coaching, and ensuring high-quality support for the Airbnb community.

What is the team size that the Supervisor will manage?

The Supervisor will oversee teams of approximately 10-15 ambassadors.

What qualifications are required for this position?

Candidates should have 6+ years of progressive experience in customer service or operations, with at least 3 years managing staff, as well as experience in data analysis and performance management.

Are there opportunities for professional development?

Yes, the Supervisor will support team members' professional development by finding and creating development opportunities and leveraging company-wide resources.

What skills are important for this position?

Important skills include leadership and team management, strong communication, organizational abilities, cultural competency, and proficiency in data analysis tools.

What is expected in terms of performance management?

The Supervisor is expected to hold team members accountable to performance goals, provide feedback, manage performance trends, and support personal improvement plans.

Is there flexibility in work hours?

The role requires the ability to work on weekends, holidays, and be on-call as needed.

How does the company support diversity and inclusion?

Airbnb is committed to fostering diversity and inclusion within the team and encourages all qualified individuals to apply, providing an inclusive application process.

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit