94K–117K CAD / year
Manager, Premium Support
Customer successRemote — Canada
Published on 2026-11-06
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About this role
Lead a team of approximately 10–15 customer support ambassadors, ensuring high-quality service and effective handling of complex or sensitive cases. Coach and develop team members, manage service performance and staffing, and guide the team through operational and strategic changes.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
What you'll do
- Oversee support operations and handle high-severity escalations
- Coach direct reports and create performance development plans
- Manage team performance, reviews, staffing, onboarding, and training
- Set team priorities and communicate service goals
- Monitor performance trends and contribute to service reporting
- Improve support procedures and lead operational changes
What we're looking for
- 8+ years of progressive customer service or operations experience
- 5 years of direct people management experience, including employee lifecycle responsibilities
- Experience improving team performance and managing sensitive or crisis situations
- Experience with data analysis, reporting, and performance management standards
- Ability to translate strategy into operational goals
- Availability to work weekends, holidays, and on-call
- Fluent written and spoken English
Nice to have
- Proficiency with Tableau, SQL, Excel, or Google Sheets
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits