Manager, Premium Support

📋 Description

• Oversee a team of 10-15 ambassadors; escalate high-risk cases.
• Coach direct reports; create performance development plans.
• Provide best practices for case handling; document ways of working.
• Ensure staffing, onboarding, and ongoing training of staff.
• Collaborate with Capacity Planning & WFP on headcount and coverage.
• Drive service performance and report trends to leadership.

🎯 Requirements

• 8+ years in customer service/ops; 5+ years in people management.
• Proven ability to raise team performance as a manager.
• Experience handling crisis and high-severity cases.
• Strong data analysis and reporting skills (Tableau, SQL, Excel, Google Sheets).
• Translate big goals into concrete team actions and targets.
• Willing to work weekends/holidays/on-call; flexible.

🎁 Benefits

• Remote eligible in Canada; provincial eligibility required.
• Inclusive culture focused on diversity and belonging.
• Disability accommodations available in recruitment process.
• Leadership development and coaching opportunities.
• Competitive compensation package and benefits.
• Airbnb values work-life balance and community impact.