80K–93K CAD / year
Supervisor, Premium Support
Customer successWorkplace — Canada
Published on 2026-11-10
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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. The role combines team coaching, performance management, staffing, and operational improvement.
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 team operations and handle high-level escalations, including urgent and sensitive cases
- Coach direct reports and develop performance plans, reviews, and improvement actions
- Manage hiring, onboarding, training, engagement, and day-to-day people operations
- Monitor team performance and use data to identify trends and improve service outcomes
- Lead the team through operational and strategic changes
- Support process-improvement projects with cross-functional partners
What we're looking for
- 6+ years of progressive customer service or operations experience
- 3+ years directly managing staff and employee lifecycle activities
- Demonstrated success improving team performance as a line manager
- Experience managing high-severity cases and real-time crisis response, including decisions on losses
- Experience with data analysis, reporting, and performance management standards
- Fluent spoken and written English
- Available to work weekends, holidays, and on-call
Nice to have
- Proficiency with Tableau, SQL, Excel, or Google Sheets
- Cultural competency and commitment to diversity and inclusion
Benefits
- Eligible for bonus, equity, benefits, and Employee Travel Credits