Manager, Safety Support

Airbnb is seeking a dedicated and enthusiastic Manager, Safety Support to provide exceptional customer service management to the Airbnb community. This role requires a hospitable, analytical individual committed to delivering the highest standards of service through effective team coaching and performance management. The ideal candidate will be adept at holding their team accountable, driving strong results against targets, and fostering a customer-first mindset to ensure premium, best-in-class support.

This is a full-time position based in Canada, supporting one or more internal CS services. The Manager, Safety Support oversees teams of approximately 10-15 ambassadors, guiding and upskilling them with top-level customer service skills. Strong organizational abilities, adaptability in a fast-paced environment, and the capacity to balance real-time and planned work are essential. Professionalism, confidentiality, and resourcefulness are expected.

Your daily responsibilities will involve overseeing a robust operational environment for your teams, ensuring high-quality community support. This includes managing the execution of complex, sensitive, or urgent issues that may pose significant brand or community risk, acting as the primary escalation point. You will conduct regular one-on-one meetings with direct reports to review work, provide behavior-based coaching, and develop performance improvement strategies. Establishing best practices for case handling, ensuring proper documentation, and maintaining appropriate staffing levels through collaboration with Capacity Planning & WFP are key. Shadowing team members to assess quality and provide effective coaching will be a regular activity. You will also guide ambassadors on proper case closure procedures and, in rare instances, assist with complex case handling. Collaboration with internal stakeholders on case resolution and advocating for staffing needs based on volume and workload will be crucial.

You will be responsible for driving performance at the ambassador, team, and service levels. This involves ensuring individual team members are held accountable to performance goals fairly and equitably through clear expectations, follow-ups, and tailored coaching. You will manage both individual and team performance, identifying trends, implementing corrective actions, and providing constructive feedback, including year-end reviews and improvement plans. Setting and articulating quarterly visions, delivering them through team meetings, and contributing to service target setting and reporting on overall service performance to the Delivery Director are also key aspects of this role.

You will own the end-to-end people strategy and operations for your ambassador team, fostering a high-performing and sustainable environment. This encompasses hiring, onboarding, talent development, and promoting team engagement, wellness, and morale. You will support your team's professional success by challenging them to meet and exceed expectations with clear goals, feedback, and coaching. Identifying and creating development opportunities, leveraging company resources, and managing day-to-day duties such as time-off approvals and talent-related issues are integral. Maintaining a culture of openness, transparency, and accountability, and demonstrating strong leadership in Diversity & Belonging, Allyship, Ethics, and Compliance are paramount.

You will lead your team in executing company or strategic changes by cascading updates, communicating new requirements, and providing feedback. Collaboration with the Delivery Excellence team and cross-functional partners on performance and operations improvement projects will be required. Critically evaluating procedures and gathering team feedback to identify opportunities for process optimization will be ongoing.

This position is eligible for remote work within Canada. Occasional office work or offsite attendance may be required. Candidates must reside in a province where Airbnb Canada, Inc. has a registered entity, currently Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is subject to change. Airbnb is committed to a diverse and inclusive workplace. Reasonable accommodations are available for candidates with disabilities upon request. Automated tools may be used for initial screening, but final hiring decisions are made by human reviewers. This is a newly created role.

The annual pay range for this position in Canada is $94,000 - $117,000 CAD. Actual base pay will depend on factors such as training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.