Manager, Premium Support — Lead Customer Service Excellence for the Airbnb Community (Canada)
About the Opportunity
Airbnb is seeking a dedicated, enthusiastic Manager to provide exceptional customer service leadership to the Airbnb community — a full-time, Canada-based role. If you're hospitable, analytical, and committed to the highest standards of service, this could be your next chapter.
The Role & Impact
As a Manager in Premium Support, you'll lead one or more internal customer service teams, overseeing groups of approximately 10–15 ambassadors. Your job is to guide and uplevel your team — demonstrating top-level customer service skills while ensuring the community receives high-quality support.
What You'll Do
- Oversee a strong operational environment for your teams and ensure high-quality support for the community
- Manage the team's execution of complex, sensitive, and urgent issues that could pose risk to the brand or community
- Coach and develop ambassadors to deliver consistently excellent service
- Balance real-time and planned work in a fast-paced environment
What You Bring
Substantial experience in customer service and team management. You're a strong communicator, highly organized, and adaptable under pressure — remaining flexible, proactive, resourceful, and efficient while demonstrating professionalism and confidentiality.
Why Join Us
This is a leadership role where your team directly shapes how millions of people experience Airbnb. You'll work at a company with over 5 million hosts and 2 billion guest arrivals — where hospitality isn't just a product, it's the culture.
🚀 Ready to Apply?
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