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.