# Manager, Premium Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Customer Support
**Salary:** CA$94k – CA$117k/yr
**Experience:** 8+ years
**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
**Posted:** 2026-07-17

> 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.

## Job Description

## 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.

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