Cs Labs Supervisor jobs at Airbnb in Canada

The Difference You Will Make:

The Supervisor supports one or more internal CS services. The Supervisor is an operational leadership role that requires substantial experience in customer service and team management. Supervisors oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
• Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
• Drive performance at the ambassador, team, and service level
• Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• Share input and recommendations about service target setting.
• Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required.
• Build and nurture an engaged and diverse team
• Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Support strategic initiatives within Delivery and your service as needed
• Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
• Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
• Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community.

• 6+ years of progressive experience in a customer service or an operations role, with 3 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Ability to work weekend days, holidays, and on-call required

• Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Fluency in spoken and written English and French is required.
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes
• Ability to cascade with context and lead your team through changes
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: Canada

The difference you will make:

The Supervisor supports one or more internal CS services. The Supervisor is an operational leadership role that requires substantial experience in customer service and team management. Supervisors oversee teams of approximately 10-15 ambassadors and should have the ability to guide and uplevel their ambassadors, demonstrating top-level customer service skills. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
  • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
  • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.

  Drive performance at the ambassador, team, and service level

  • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
  • Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
  • Share input and recommendations about service target setting.
  • Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required.

  Build and nurture an engaged and diverse team

  • Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
  • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
  • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
  • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

  Support strategic initiatives within Delivery and your service as needed

  • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
  • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
  • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community.

• 6+ years of progressive experience in a customer service or an operations role, with 3 years in a role directly managing staff & the employee lifecycle
• Demonstrable experience in driving improved performance of teams as a line manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Ability to work weekend days, holidays, and on-call required

• Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Fluency in spoken and written English and French is required.
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes
• Ability to cascade with context and lead your team through changes
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: Canada

You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. Specialists require strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Customer case management:

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
• Take end-to-end ownership of all assigned cases: ensuring a completefinal
• Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Participation in improving Airbnb services and products:

• Demonstrates subject-matter expertise and extensive product knowledge while working confidently on team projects and assignments.
• Contributes iterative insights to project stakeholders by testing usability of new products, workflows and service strategies.
• Through collaborative discussions among CS teams, identifies opportunities and provides feedback to improve the ambassador experience and the Airbnb user experience.
• Maintains strong rapport with project members when sharing in-depth feedback and critical insights, while being mindful of diverse audiences.
• Positively impacts CS Labs through the quality and quantity of their own work, while helping the team meet project goals and deliver a high-quality user experience.

Support of team improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
• Might be tasked with moderately challenging assignments with limited supervision.
• Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed.

• 3+ years of relevant experience in multicultural customer service teams, in a role making calls and handling customer/client contacts
• Fast learning and passionate about Community Support
• French and English language proficiency both written and verbal, other languages are a plus
• Ability to demonstrate empathy
• Experience engaging with stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Ability to multi-task and adapt to new tasks and responsibilities as needed
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Operational Excellence:

• Proficient in technical and professional skills required for the role
• Constantly seeks feedback to improve work quality, takes on new projects/assignments, and cares for the community by understanding their circumstances and finding the best outcomes.
• Manages workload effectively, provides consistent feedback and tracking on individual goals, and plans proactively for short to medium-term goals.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.

Communication:

• Respects different opinions and perspectives, listens attentively, asks questions, and paraphrases to ensure clarity and understanding.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.

Self & Interpersonal:

• Helps others, shows self-awareness of strengths and areas of development, and plans ahead for meetings and projects efficiently.
• Embraces flexibility,challenges, seeks feedback, takes responsibility, perseveres to find the deeper purpose behind processes, and resolves conflicts by seeking support.
• Prioritizes team objectives over individual aspirations.
• Passion for delivering exceptional customer service and setting a high bar
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively

Leadership:

• Understands the relationship between key drivers and decision-making impact on function objectives.
• Motivated to achieve top performance, demonstrates urgency in achieving individual objectives, maintains composure in crisis situations, and embodies Airbnb's Core Values.
• ​​Passion for critique and innovation by using a ‘work smarter’, solution- and action-oriented mindset.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments

Offices: Canada

The Community You Will Join:

Our Payments platform organization has 2 domains:

• Payments and Commerce platform - facilitating money movement and exchange of value while also fueling growth for our business,
• Payments Compliance and Payments Risk - ensuring safe and efficient payment processing,

The Difference You Will Make:

• You are passionate about solving complex problems within the Payments, Risk and Compliance domain with data & insights; adding a new perspective to existing solutions and making business decisions based on careful and thoughtful analysis
• You are highly proficient in building and analyzing analytical frameworks, statistical models and experimentation methods to establish and communicate causal relationships
• You are a storyteller who uses complex data and insights to frame narratives to bring others along the journey
• Ability to create impact for key projects at the eTeam direct level by iInfluencing strategy and roadmap

A Typical Day:

• Generating risk and compliance analytics reports that provide insights to the right audience at the right time
• Analyzing risk and compliance data for insights and performance evaluation
• Provide regular updates and reports to management and stakeholders
• Assist with analyzing risk performance and health, triaging the issue, and provide recommendation on the best course solution and optimization
• You will collaborate on Payments teams, including both payin and payout processing to ensure smooth end to end execution.
• Assist with initiatives to optimize the end-to-end payments journey by identifying pain points, friction areas, and improvement opportunities
• Collaborate with driving Host and Guest advocacy to enhance payment experience, amplifying voices and addressing concerns with impactful and measurable results
• Assist with building new payment strategies to balance financial risk and experience for different seller segments by utilizing advanced data analytics, both internal and external, to inform strategic decision-making
• Stay abreast of industry trends, emerging technologies, and regulatory changes in the payments landscape. Proactively identify opportunities for innovation
• Oversee the day to day operations in partnership with finance
• Ensure accurate and efficient handling of payments transaction
• Monitor payment trends, identify areas for improvement and implement strategies to optimize payments processing.
• Ability to narrate a story for what problem you’re solving for and the vision you’re going after, combined with the capacity to dive into minute details
• Provide guidance to platform to maintain a robust and reliable payments infrastructure, contributing to the overall financial health of the business
• A subject matter expert on payments risk detection, Machine Learning and AI providing guidance and support to internal teams and partners.

Your Expertise:

• 10+ years of industry experience in business analytics and a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).
• Excellent problem-solving, organizational, analytical, and influencing skills
• Have experience supporting Payments team and/or have worked closely
• Expert skills in SQL and expert in at least one programming language for data analysis (Python or R). Experience with non-experimental causal inference methods, experimentation and machine learning techniques, ideally in a multi-sided platform setting
• Working knowledge of schema design and high-dimensional data modeling (ETL framework like Airflow)
• Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment - comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions.
• Prior experience working with Payments Risk including Machine Learning, Transaction Risk
• Fintech experience strongly preferred, experience collaborating with external auditors
• Experience leading complex projects, leveraging ML, operations, and external vendors
• Technical chops as a data scientist or analyst
• Growth mindset that effectively balances the need to protect the community with the need to grow the community
• Global perspective and experience with global payment programs and global teams
• Operations: experience working with operations teams, making smart investments in tools and workflow processes to scale up the team
• Strong sense of urgency for and commitment to Airbnb’s mission of belonging.

Offices: United States

A Typical Day:

• Supports and challenges the team to meet and exceed the expectations of their role(s)
• Cultivates professional and personal growth of your team by delivering bold and compassionate feedback, surfacing opportunities, setting clear expectations, and leveraging growth tools
• Keeps up with day-to-day management duties such as scheduling, team meetings and 1:1s, supervisor calls, case consultations, and managing Talent-related issues (pay/benefits/HR policy enforcement, etc.)
• Demonstrates and fosters discovery-driven learning to regularly identify and report opportunities to improve performance and optimize processes for the team, region, and global community
• Collaborates with leadership and key stakeholders to ensure successful project deliverables by aligning expectations, informing on changes, and meeting core responsibilities
• Prioritizes our community by demonstrating agility and proactive support of team initiatives, even if outside their scope
• Builds and maintains trust with their team by leading with empathy, displaying approachability, and following through on commitments
• Leads and manages testing of products and service strategies
• Leads support ambassadors in pilot execution according to the CS Labs Pilot Playbook
• Attends operations meetings as needed and works closely with the leadership team, regional peers, and other cross-functional teams
• Leads or participates in other CS-specific and company-wide projects that may be assigned by leadership or identified and advocated for by the Operation Manager

Your Expertise:

• At least 5 years of experience in working within a team
• Experience in supporting teams’ leadership and interest in leading, inspiring, and motivating teams to meet operational goals and targets
• Experience in previous innovation teams or projects
• Experience working with internal stakeholders
• Understanding of HR and other people policies preferred
• Fluency in both, written and spoken, English; additionally in French or Spanish preferred
• Building and Nurturing Engaged Teams
• Coaching- You’ll need to be able to identify and discuss behaviors that lead to success, and then enable your team to learn and to practice those behaviors
• Collaborating- You work effectively with others in one-on-one or group settings. You openly receive new ideas and contribute your own. You understand the need for an open and collaborative team environment, and you foster this in your interactions with others
• Valuing Diversity- You appreciate and leverage the capabilities, insights, and ideas of all people. You work effectively with people of diverse styles, abilities, and motivations. You champion equal and fair treatment and opportunities for everyone, and encourage others to do the same
• Managing Innovation- You encourage creativity, and show good judgment when deciding which ideas to champion. You envision potential outcomes, anticipate complications, and plan accordingly. You effectively analyze risks and financial implications. You develop clear delivery processes and meet crucial deadlines. You gain trust and support from relevant stakeholders, and effectively use change management techniques to ensure a smooth and successful rollout. You drive the team successfully through ambiguity, welcoming it as a day to day aspect of working in a fast pace environment

Offices: Canada

You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. Specialists require strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Customer case management:

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
• Take end-to-end ownership of all assigned cases: ensuring a completefinal
• Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Participation in improving Airbnb services and products:

• Demonstrates subject-matter expertise and extensive product knowledge while working confidently on team projects and assignments.
• Contributes iterative insights to project stakeholders by testing usability of new products, workflows and service strategies.
• Through collaborative discussions among CS teams, identifies opportunities and provides feedback to improve the ambassador experience and the Airbnb user experience.
• Maintains strong rapport with project members when sharing in-depth feedback and critical insights, while being mindful of diverse audiences.
• Positively impacts CS Labs through the quality and quantity of their own work, while helping the team meet project goals and deliver a high-quality user experience.

Support of team improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
• Might be tasked with moderately challenging assignments with limited supervision.
• Demonstrates Airbnb Core Values and practices Diversity & Belonging Behaviors, striving to improve where needed.

• 3+ years of relevant experience in multicultural customer service teams, in a role making calls and handling customer/client contacts
• Fast learning and passionate about Community Support
• Spanish and English language proficiency both written and verbal, other languages are a plus
• Ability to demonstrate empathy
• Experience engaging with stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Ability to multi-task and adapt to new tasks and responsibilities as needed
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Operational Excellence:

• Proficient in technical and professional skills required for the role
• Constantly seeks feedback to improve work quality, takes on new projects/assignments, and cares for the community by understanding their circumstances and finding the best outcomes.
• Manages workload effectively, provides consistent feedback and tracking on individual goals, and plans proactively for short to medium-term goals.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.

Communication:

• Respects different opinions and perspectives, listens attentively, asks questions, and paraphrases to ensure clarity and understanding.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.

Self & Interpersonal:

• Helps others, shows self-awareness of strengths and areas of development, and plans ahead for meetings and projects efficiently.
• Embraces flexibility,challenges, seeks feedback, takes responsibility, perseveres to find the deeper purpose behind processes, and resolves conflicts by seeking support.
• Prioritizes team objectives over individual aspirations.
• Passion for delivering exceptional customer service and setting a high bar
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively

Leadership:

• Understands the relationship between key drivers and decision-making impact on function objectives.
• Motivated to achieve top performance, demonstrates urgency in achieving individual objectives, maintains composure in crisis situations, and embodies Airbnb's Core Values.
• ​​Passion for critique and innovation by using a ‘work smarter’, solution- and action-oriented mindset.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments

Offices: Canada