Customer Operations • Lead

Who you are

You are a resilient leader with a proven track record in managing teams through urgent and complex escalations. With exceptional stakeholder management skills, you thrive under pressure and can maintain steady direction for your team and senior stakeholders. You have experience in operational leadership, particularly in service recovery or customer operations, and are capable of juggling multiple high-impact cases concurrently. Your strategic mindset allows you to make accurate and timely decisions, even when faced with incomplete information. You are dedicated to building and developing a high-performing team of escalation specialists who can operate at an executive-facing level.

Desirable

Experience in a fast-moving, high-stakes environment is a plus, as is familiarity with the hospitality or tech industry. You understand the importance of trust in a platform and are passionate about supporting both hosts and guests in challenging situations.

What you'll do

In this role, you will guide the Service Recovery team, acting as the operational leader in the absence of the Operations Manager. You will oversee the resolution of escalated cases, ensuring that your team provides sound judgment and maintains a high level of service. Your responsibilities will include developing strategies to improve service recovery processes, training team members, and collaborating with other departments to enhance overall customer experience. You will also be responsible for reporting on team performance and identifying areas for improvement.

What we offer

Airbnb offers a competitive salary range of $82,000—$96,000 CAD annually, along with potential bonuses, equity, and benefits. You will be part of a mission-driven company that values diversity and inclusion, and you will have the opportunity to make a significant impact on the guest and host experience. Join us in creating a world where anyone can belong anywhere.