# Manager, Premium Support at Airbnb

> Lead a team of 10-15 customer service ambassadors, driving their performance and coaching them to higher service standards.

- Company: Airbnb (airbnb.com)
- Location: Canada
- Places: Canada
- Posted: 2026-07-17
- Level: Manager
- Team: Premium Support
- Type: Full-time
- Apply: https://careers.airbnb.com/positions/7862109?gh_jid=7862109
- Page: https://ye.saranatour.dev/jobs/manager-premium-support-airbnb-kn71gv40pys9qknajt3q09hwf18hrfsk

## The posting

Manager, Premium Support
Airbnb · Canada

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.

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**

**Drive performance at the ambassador, team, and service level**

**Build and nurture an engaged and diverse team**

**Support strategic initiatives within Delivery and your service as needed**

**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

#### **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 thr