Manager, Premium Support
Leads a premium customer support team, overseeing escalations, staffing, performance management, coaching, and operational improvements. Requires 8+ years in customer service or operations, including 5 years managing staff, plus strong analytical and crisis-management skills.
About the job
Responsibilities
- Oversee a strong operational environment and ensure high-quality support for the community.
- Manage complex, sensitive, and urgent issues, including serving as the highest escalation point for case consults and stakeholder escalations.
- Meet regularly with direct reports to review work and provide behavior-based coaching.
- Create performance development strategies and plans for assigned services.
- Establish best-practice guidelines, document ways of working, and ensure adherence.
- Ensure appropriate staffing, onboarding, and ongoing training.
- Guide ambassadors through stakeholder-related cases to closure and provide hands-on case support when necessary.
- Collaborate with Capacity Planning and WFP on headcount, coverage, contingency planning, and staffing needs.
- Set expectations, monitor performance, provide feedback and corrective action, and complete year-end reviews and improvement plans.
- Set and communicate quarterly vision and priorities through team-wide meetings.
- Provide input on service targets and report performance trends to the Delivery Director.
- Own hiring, onboarding, talent development, engagement, wellness, morale, and people operations for the team.
- Support professional development through coaching and development opportunities.
- Manage time-off approvals, one-on-ones, team meetings, and Talent-related issues.
- Foster openness, transparency, accountability, diversity, belonging, allyship, ethics, and compliance.
- Lead strategic changes and operational improvement initiatives.
- Evaluate procedures, gather team feedback, and optimize processes and performance.
Requirements
- 8+ years of progressive experience in customer service or operations, including 5 years directly managing staff and the employee lifecycle.
- Demonstrated experience improving team performance as a line manager.
- Experience deploying resources during real-time crises and managing high-severity or sensitive cases.
- Experience making decisions involving losses.
- Experience analyzing data and reporting performance trends.
- Experience developing and implementing performance management standards.
- Ability to translate strategy into concrete team actions, operational targets, and performance goals.
- Availability to work weekend days, holidays, and on-call shifts.
- Fluency in written and spoken English.
- Exceptional leadership, team management, coaching, communication, and conflict-management skills.
- Strong organization, resourcefulness, problem-solving, strategic thinking, and attention to detail.
- Understanding of customer service operations and processes.
- Cultural competency and commitment to diversity and inclusion.
- Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
Compensation
- Annual salary range: CAD 94,000–117,000.
Work Arrangement
- Remote eligible in Canada, with occasional office or offsite attendance as agreed with the manager.
- Eligible provinces currently include Alberta, Ontario, British Columbia, Quebec, and Saskatchewan.
Skills
Customer Service Operations, Team Management, Performance Management, Coaching, Data Analysis, Reporting, Tableau, SQL, Excel, Google Sheets, Crisis Management, Capacity Planning, Workforce Planning, Conflict Management, Diversity And Inclusion
Similar jobs
Customer Support jobs
Airbnb
Canada
Provides frontline support for complex and sensitive safety cases, including threats, violence, exploitation, and self-harm. The role requires at least four years of relevant customer service, emergency, mediation, or Trust and Safety experience, strong judgment, communication skills, and schedule flexibility.
Rokt
Calgary, Canada
Supports ecommerce merchants through live chat and email, troubleshooting product issues, educating customers, escalating complex cases, and turning feedback into scalable support processes. The role suits a customer-focused, entrepreneurial communicator comfortable with AI, automation, and rapid change.
Airbnb
Canada
Provides personalized, end-to-end support for premium Airbnb community members, managing complex cases across phone and digital channels. Requires at least three years of multicultural customer service experience, strong English and French communication skills, stakeholder management ability, and schedule flexibility.
Airbnb
Canada
Fournit un support premium personnalisé aux voyageurs et aux hôtes Airbnb, en gérant des cas complexes de bout en bout par téléphone, messagerie et chat. Le rôle exige au moins trois ans d’expérience en service client, la maîtrise de l’anglais et du français, ainsi qu’une disponibilité en horaires décalés.
Airbnb
British Columbia, CanadaProvides high-touch, end-to-end support for Airbnb guests, Hosts, and premium community members across multiple communication channels. The role requires at least three years of customer service experience, strong judgment, hospitality skills, and fluent English and French communication.