Customer Operations • Lead

Who you are

You are a resilient and highly qualified leader with experience in managing teams during urgent and complex escalations. You excel in high-stakes environments where decisions must be precise and justifiable. Your ability to handle multiple high-impact cases simultaneously showcases your strong judgment and decision-making skills. You thrive under pressure and are committed to supporting both hosts and travelers in challenging situations.

Desirable

Experience in customer operations or a related field is a plus. Familiarity with the hospitality industry and a passion for creating a sense of belonging for guests and hosts alike will set you apart. You understand the importance of trust in a platform like Airbnb and are dedicated to upholding that trust through effective leadership.

What you'll do

In this role, you will lead a team focused on supporting hosts and travelers when things go wrong. You will be responsible for guiding your team through escalations, ensuring that each case is handled with care and urgency. Your leadership will be crucial in maintaining the high standards of service that Airbnb is known for. You will also work closely with other departments to improve processes and enhance the overall customer experience.

What we offer

Airbnb offers a competitive salary range of $82,000 to $96,000 CAD annually, along with potential bonuses, equity, and benefits. You will be part of a mission-driven company that values community and connection, and you will have the opportunity to make a significant impact on the experiences of hosts and travelers alike. Join us in creating a world where everyone can feel at home anywhere.