Become a vital part of Airbnb's commitment to customer success as an Operational Manager in Canada. Oversee ambassador performance while ensuring superb customer service delivery in a remote work setting.
This role requires a minimum of 8 years in customer service, including 5 years in managerial positions. You will be responsible for coaching a team of approximately 10-15 ambassadors, managing sensitive cases, and developing effective performance strategies. Bring your analytical mindset and leadership skills to drive team performance and operational success.
Key Responsibilities:
• Lead your team in handling urgent customer service issues
• Conduct performance reviews and coaching sessions
• Ensure compliance with best practice guidelines
• Manage staffing and training programs for onboarding
• Provide insights on overall service performance metrics
Requirements:
• Minimum 8 years in customer service or operational roles
• At least 5 years management experience
• Ability to navigate crisis situations and make decisions
• Solid analytical skills for monitoring trends
• Excellent fluency in English both written and verbal
Foster an outstanding service culture at Airbnb while leading a motivated and capable team towards achieving shared goals.
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