Supervisor, Premium Support

Airbnb

. Oversee operational environments for teams of approximately 10–15 ambassadors .

Posted 11/10/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$80,000 - CA$93,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing operational environments and driving team performance through effective coaching, performance management, and strategic talent development. Proficient in data analysis and reporting to optimize customer service operations and enhance team engagement.

Highest-signal resume keywords

Team ManagementPerformance Management StandardsData Analysis and ReportingCustomer Service OperationsCrisis Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance Development StrategiesBehavior-Based CoachingProcess DocumentationResource DeploymentPerformance Trend Analysis

Soft Skills

Strong Communication SkillsOrganizational SkillsAttention to DetailMultitaskingCultural Competency

Tools & Technologies

TableauSQLExcelGoogle Sheets

Industry Keywords

Customer ServiceOperations ManagementDiversity and InclusionEmployee LifecycleTeam Performance

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Oversee operational environments for teams of approximately 10–15 ambassadors
Ensure high-quality support for the Airbnb community
Manage complex, sensitive, and urgent issues and act as the highest escalation point
Conduct regular one-on-ones and provide behavior-based coaching
Create performance development strategies and plans
Provide case-handling best-practice guidelines and ensure processes are documented and followed
Ensure appropriate staffing, onboarding, and ongoing training
Set performance expectations, follow up with team members, and provide coaching
Manage ambassador and team performance, corrective actions, feedback, year-end reviews, and improvement plans
Collaborate with regional Talent teams on improvement plans and terminations
Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale
Manage time-off approvals, team meetings, one-on-ones, and Talent-related issues
Foster openness, transparency, accountability, diversity, belonging, allyship, ethics, and compliance
Lead teams through company and strategic changes
Support Delivery performance and operations improvement projects
Evaluate procedures, collect team feedback, and optimize processes for the team, service, and global community

Requirements

What you’ll need

6+ years of progressive experience in a customer service or operations role
3 years in a role directly managing staff and the employee lifecycle
Fluency in spoken and written English
Demonstrable experience driving improved team performance as a line manager
Experience deploying resources for real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends
Experience developing and implementing performance management standards
Ability to work weekend days, holidays, and on-call
Leadership and team management skills
Strong communication skills
Organizational, resourcefulness, multitasking, attention to detail, and follow-through skills
In-depth understanding of customer service operations and processes
Ability to cascade changes with context and lead a team through changes
Cultural competency and commitment to diversity and inclusion
Proficiency with Tableau, SQL, Excel, Google Sheets, and other data analysis/reporting tools

Benefits

Comp & perks

Bonus eligibility
Equity eligibility
Benefits
Employee Travel Credits
Reasonable accommodations throughout the recruitment process
Remote work arrangement