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.
The Difference you will Make:
We are seeking a dedicated and enthusiastic candidate to provide exceptional
Customer Service management to the Airbnb community as a Manager. The ideal
candidate is hospitable, analytical, and committed to delivering the highest
standards of service through coaching and upleveling their team. This is a full
time position based in Canada and requires fluency in English and Portuguese,
written and spoken.
The Manager supports one or more internal CS services. The Manager is an
operational leadership role that requires substantial experience in customer
service and team management. Managers oversee teams of approximately 10-15
ambassadors and should have the ability to guide and uplevel their ambassadors,
demonstrating top-level customer service skills. Strong organizational skills
and the ability to balance real-time and planned work are also required. They
should also be adaptable and responsive in our fast paced environment, sometimes
under pressure, while remaining flexible, proactive, resourceful, efficient and
demonstrating a high level of professionalism and confidentiality.
A Typical Day:
-
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.
- For cases that involve internal stakeholders, guide ambassadors to take
proper action to case closure and in rare cases, support with in-the-weeds
case handling
- Collaborate with Capacity Planning & WFP on setting minimum headcount,
ensuring adequate coverage, contingency planning impacts of changes, and
advocating for staffing needs vs. volume/work
-
Drive performance at the ambassador, team, and service level
- 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
- Ability to set and articulate the vision and focus for the quarter;
deliver that vision and focus through all hands-type meetings
- Share input and recommendations about service target setting.
- Provide oversight on the overall service performance and contribute to
reporting on trends and providing a holistic picture of the service to the
Delivery Director.
-
Build and nurture an engaged and diverse team
- 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
-
Support strategic initiatives within Delivery and your service as needed
- 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
YOUR EXPERTISE:
- 8+ years of progressive experience in a customer service or an operations
role, with 5 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
- Experience translating big picture goals and strategy into implementable and
concrete actions for your teams, including setting operational or functional
targets or performance goals
- Ability to work weekend days, holidays, and on-call required
- Strong communicator, with fluency, in both written and spoken, English and
Portuguese.
YOUR SKILLS AND COMPETENCIES:
- Exceptional 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; able to
translate that to your team
- Strategic thinking and problem-solving abilities to evaluate procedures and
identify opportunities for improvement
- Ability to cascade with context and lead your team through changes
- Exceptional coaching skills, you have high EQ and know how to tailor your
feedback & communication style to meet the needs of your coachee or mentee
- 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.)
Your Location:
Due to the nature of this position, the successful applicant will need to be
based in Canada to be able to conduct their work. Currently, employees can be
located in: British Colombia, Ontario, Quebec, Alberta, or Saskatchewan. This
list is continuously being updated, please check back with us if the provinces
you live in is on the list. If your position is employed by another Airbnb
entity, your recruiter will inform you what provinces you are eligible to work
from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We
believe diverse ideas foster innovation and engagement, and allow us to attract
creatively-led people, and to develop the best products, services and solutions.
All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview
process. If you are a candidate with a disability and require reasonable
accommodation in order to submit an application, please contact us at:
reasonableaccommodations@airbnb.com [reasonableaccommodations@airbnb.com].
Please include your full name, the role you’re applying for and the
accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability
prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is
dependent upon many factors, such as: training, transferable skills, work
experience, business needs and market demands. The base pay range shown below is
annualized, is subject to change and may be modified in the future. This role
may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Pay Range
$91,000—$114,000 CAD
