Gestionnaire, Soutien Premium

Airbnb

4d•CA$94,000 - CA$117,000•Remote

About The Position

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. We are looking for a dedicated and enthusiastic individual to provide exceptional customer service management to the Airbnb community as a Manager. The ideal candidate is welcoming, analytical, and committed to delivering the highest service standards through coaching and developing their team. This is a full-time position based in Canada. The Manager supports one or more internal customer service departments. This is an operational leadership role that requires considerable experience in customer service and team management. Managers oversee teams of approximately 10 to 15 ambassadors and must be able to guide and develop their ambassadors, demonstrating top-tier customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They must also be adaptable and responsive in our fast-paced, sometimes high-pressure environment, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality.

Requirements

8 or more years of progressive experience in a customer service or operations role, including 5 years in a direct people management role and employee lifecycle management
Demonstrable experience in improving team performance as a line manager
Experience in deploying resources to manage real-time crisis situations, including managing highly sensitive or serious cases, and decision-making authority regarding losses
Experience in analyzing and reporting data to identify performance trends, as well as developing and implementing performance management standards
Experience in translating global goals and strategies into concrete, actionable steps for your teams, including setting operational or functional targets or performance objectives
Ability to work weekends, holidays, and on-call as needed
Excellent communication skills, both verbal and written, in English

Nice To Haves

Exceptional leadership and team management skills to manage a team of professionals — comfortable with conflict, with giving and receiving feedback, and with managing employee or Talent-related issues
Excellent communication skills to collaborate with various stakeholders and manage sensitive cases, while remaining calm and composed under pressure
Organized and resourceful; able to juggle multiple tasks simultaneously, with attention to detail and rigorous follow-through, even in ambiguous situations
Deep understanding of customer service operations and processes, with the ability to convey them to your team
Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
Ability to relay information with context and guide your team through changes
Exceptional coaching skills; you have a high emotional intelligence and know how to adapt your feedback and communication style according to the needs of the person being coached or mentored
Cultural competence and a strong commitment to promoting 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

Supervise a strong operational environment for your teams and ensure high-quality support to the community through your team
Manage the team's execution of complex, sensitive, and/or urgent issues that may pose a significant risk to our brand or community, including acting as the highest escalation point for case consultations and high-level escalations from other stakeholders
Regularly meet with your direct reports to review their work and provide high-quality, behavior-based coaching; must be able to create a performance development strategy or plan for your departments
Provide your team with guidelines on best practices for managing cases and situations, and ensure that work methods are documented and followed
Ensure the team is consistently appropriately staffed and that staff complete ongoing onboarding and training
For cases involving internal stakeholders, guide ambassadors to take appropriate action through case closure and, in rare cases, support field case management
Collaborate with Capacity Planning and PMO to establish minimum staffing, ensure adequate coverage, plan for contingency measures related to the impact of changes, and advocate for staffing needs relative to volume or workload
Drive performance at the ambassador, team, and department level
Ensure team members are held accountable for performance goals fairly and equitably by setting clear expectations, conducting individual follow-ups, and providing positive coaching to develop and improve their skills in a personalized way
Manage ambassador and team performance, including identifying performance trends, providing corrective actions and overall positive feedback, and writing year-end reviews and improvement plans
Be able to establish and communicate the vision and direction for the quarter; deliver this vision and direction in all-hands meetings
Share feedback and recommendations on setting service targets
Oversee overall service performance and contribute to reporting on trends, providing an overview of the service to the Director, Service Delivery
Build and maintain an engaged and diverse team
Take full ownership of the strategy and operations related to personnel within your ambassador team, to foster a high-performing and sustainable team environment. This includes hiring, onboarding, talent development, and staff engagement, well-being, and morale
Foster the professional success of the team and each individual by supporting and challenging your team to meet and exceed expectations, through clear goals, feedback, one-on-one meetings, and coaching
Support professional development within the team by finding and creating development opportunities, and leveraging company-wide resources to regularly foster your team's growth
Handle daily management tasks, such as approving leave, team and individual meetings, and managing Talent-related issues
Maintain a culture of openness, transparency, and accountability that allows our teams to do their best work while being themselves
Demonstrate strong leadership on important issues, including diversity and belonging, allyship, ethics, compliance, and maintaining high service standards for the company
Support strategic initiatives within Service Delivery and your department, as needed
Guide the team towards the successful implementation of company or other strategic changes or goals within your department, by relaying updates and changes, communicating new requirements, and providing feedback
Support, as needed, internal Service Delivery performance and operational improvement projects, in collaboration with the Service Delivery Excellence team and cross-functional partners
Demonstrate critical thinking and constantly evaluate our procedures. Gather feedback from the team to identify opportunities to improve performance and better optimize processes for the team, department, and global community