Supervisor, Bilingual Premium Support (French/English)

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.

Airbnb was founded in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million hosts who have welcomed over 1 billion guests in almost every country in the world. Every day, hosts offer unique stays and experiences that allow guests to connect more authentically with communities.

The difference you will make:

We are looking for a dedicated and enthusiastic candidate to ensure exceptional customer service management within the Airbnb community, as a supervisor. The ideal person is hospitable, analytical, and determined to deliver the highest standards of service through coaching and developing their team.

The supervisor supports one or more internal customer service (CS) departments. This is an operational leadership role requiring substantial experience in customer service and team management. Supervisors lead teams of approximately 10 to 15 ambassadors and must be able to guide and develop their team while demonstrating first-class customer service skills. Strong organizational skills and the ability to manage both real-time work and planned work are also required. The person must also be adaptable and responsive in our fast-paced, sometimes pressured environment, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality.

A typical day:

• 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, or urgent issues that may pose significant risk to our brand or community, including acting as the ultimate escalation point for case consultations and high-level escalations from other stakeholders
• Meet regularly with your direct reports to review their work and provide quality coaching focused on behavior; be able to create a performance development strategy or plan for your service(s)
• Provide your team with guidelines on best practices for case and situation management, and ensure that work methods are documented and followed
• Ensure the team is always adequately staffed and that staff complete onboarding and ongoing training
• Drive performance at the ambassador, team, and service levels
• Ensure each team member is held accountable for achieving performance objectives fairly and equitably, by setting clear expectations, conducting individual follow-ups, and providing positive coaching to develop and improve each person's skills in a personalized way
• Manage ambassador and team performance, including identifying performance trends, providing corrective measures and positive overall feedback, and writing year-end evaluations and improvement plans
• Provide recommendations regarding service objective setting
• Collaborate with regional Talent teams on the execution of all personal improvement plans and terminations, as needed
• Build and cultivate an engaged and diverse team
• Assume and manage people strategy and operations end-to-end within your ambassador team to foster a high-performing and sustainable team environment. This includes hiring, promoting onboarding, talent development and engagement, staff well-being and morale
• Foster team and individual professional success by supporting and encouraging your team to meet and exceed expectations through clear objectives, feedback, individual meetings, and coaching
• Support professional development within the team by finding and creating development opportunities, and leveraging resources available across the company to regularly foster your team's development
• Assume routine management tasks such as leave approvals, team and individual meetings, and management of Talent-related issues
• Maintain a culture of openness, transparency, and accountability that enables our teams to do their best work while remaining authentic
• Demonstrate strong leadership on important issues such as diversity and belonging, allyship, ethics, compliance, and maintaining high standards of service to the company
• Support strategic initiatives within Service Delivery and your service, as needed
• Guide the team toward successful execution of company strategic changes or objectives or other initiatives within your service, by relaying updates and changes, communicating new requirements, and providing feedback
• Support, as needed, performance improvement and operations projects within internal Service Delivery, in collaboration with the Delivery Excellence team and cross-functional partners
• Demonstrate critical thinking and constantly evaluate our procedures. Gather team feedback to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your expertise:

• 6+ years of progressive experience in a customer service or operations role, including 3 years in a direct people management role and employee lifecycle management
• Fluency in English and French, both spoken and written, is required
• Demonstrable experience improving team performance as a direct manager
• Experience deploying resources to manage real-time crisis situations, including managing high-severity or sensitive cases and decision-making authority related to losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Ability to work weekends, holidays, and be available on call, as needed

Your additional skills:

• Strong leadership and team management skills to lead a team of professionals — comfort with conflict management, feedback (giving and receiving), and managing personnel and Talent-related issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and composed under pressure
• Organized and resourceful; able to juggle multiple tasks at once, with attention to detail and consistency, even in ambiguous situations
• Deep understanding of customer service operations and processes
• Ability to relay information with context and guide your team through changes
• Cultural competence and strong commitment to promoting diversity and inclusion within the team
• Proficiency with various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.)

Your workplace:

Due to the nature of this position, the selected person must be based in Canada. Currently, employees can be located in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is updated continuously; please check again if your province is not currently listed. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces where you are eligible to work.

Our commitment to inclusion and belonging:

Airbnb is committed to working with the broadest pool of talent possible. We believe that diversity of ideas fosters innovation and engagement, and enables us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit your application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the accommodation needed to assist you in the recruitment process.

We ask you to contact us only if you are a candidate whose disability prevents you from completing our online application.

We use automated tools to help our recruitment team efficiently review a large volume of applications. All final hiring decisions are made by a human reviewer.

This position is newly created and does not replace or fill an existing position.

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 Annual Pay Range

$80,000—$93,000 CAD

This listing was sourced from 4dayweek.io.