Lead Airbnb customer service operations remotely from Canada, using coaching, data analysis, and team management to support the community.

This Manager oversees one or more internal customer service services and approximately 10–15 ambassadors. The position requires substantial customer service and team management experience, operational leadership, and robust organization. You will balance real-time and planned work while guiding high-quality support, performance development, staffing, training, and sensitive escalations.

Key Responsibilities

Manage complex, sensitive, and urgent case escalations

Coach direct reports through regular behavior-based reviews

Ensure staffing, onboarding, and ongoing training completion

Track service performance and report performance trends

Lead team execution of strategic changes

Requirements

8+ years in customer service or operations

5 years directly managing staff and employee lifecycle

Experience improving team performance as a line manager

Data analysis and performance reporting experience

Availability for weekends, holidays, and on-call work

Bring operational leadership, exceptional coaching, and customer service expertise to Airbnb’s remote-eligible Canada team.

📌 Customer Service Operations Manager (Winnipeg)
🏢 airbnb
📍 Winnipeg