Safety Support Manager

About the role

Airbnb is looking for a dedicated Safety Support Manager to lead a team of customer‑service ambassadors in Canada. The role combines operational leadership with a strong focus on coaching, performance management, and delivering best‑in‑class support to the Airbnb community.

Key responsibilities

• Oversee day‑to‑day operations for a team of 10‑15 safety ambassadors, ensuring high‑quality support.
• Act as the highest escalation point for complex, sensitive, or urgent cases that could impact brand reputation.
• Provide behavior‑based coaching, conduct regular performance reviews, and develop individualized development plans.
• Establish and document best‑practice guidelines for case handling and ensure adherence.
• Maintain appropriate staffing levels, manage onboarding, and coordinate ongoing training.
• Shadow ambassadors, review live work, and give real‑time feedback to uphold quality standards.
• Collaborate with capacity planning and other internal stakeholders to drive efficient case resolution.

Required profile

• Hospitable, analytical, and customer‑first mindset.
• Proven ability to hold team members accountable and manage performance.
• Strong organizational skills with the capacity to balance real‑time and planned work.
• Adaptable, proactive, and able to thrive under pressure while maintaining confidentiality.

Required skills