Manager, Premium Support

About the role

Airbnb is looking for a dedicated Manager, Premium Support to lead a team of 10‑15 ambassadors delivering exceptional customer service across Canada. You will be responsible for maintaining high‑quality support, coaching your team, and ensuring operational excellence in a fast‑paced environment.

Key responsibilities

• Oversee day‑to‑day operations and guarantee high‑quality support for the Airbnb community.
• Manage complex, sensitive, or urgent issues, acting as the highest escalation point for case consults and stakeholder escalations.
• Conduct regular one‑on‑one meetings with direct reports, providing behavior‑based coaching and creating performance development plans.
• Develop and enforce best‑practice guidelines, ensuring documented ways of working are followed.
• Maintain appropriate staffing levels, oversee onboarding and ongoing training for ambassadors.
• Guide ambassadors on case handling, including rare in‑the‑weeds interventions.
• Collaborate with Capacity Planning & WFP on headcount, coverage, and contingency planning.
• Drive performance at the individual, team, and service levels, holding team members accountable to clear goals.

Required profile

• Hospitable, analytical, and committed to delivering the highest service standards.
• Significant experience in customer service and team management.
• Strong organizational skills with the ability to balance real‑time and planned work.
• Adaptable, proactive, resourceful, and able to maintain professionalism and confidentiality under pressure.

Required skills

What we offer

• Full‑time position based in Canada with the opportunity to lead a high‑impact support team.
• Competitive compensation and benefits package.
• Dynamic, inclusive culture focused on continuous learning and growth.