The community marketplace for unique travel stays
Airbnb, headquartered in Showplace Square, San Francisco, CA, has transformed the hospitality industry with its platform that connects over 4 million hosts to travelers. Since its inception, Airbnb has facilitated over a billion bookings, disrupting traditional accommodation models by allowing indiv...
Airbnb offers generous parental and family leave, paid volunteer time, and an annual travel and experiences credit. Employees enjoy health food and sn...
Airbnb's culture emphasizes community and belonging, reflecting its mission to create a world where anyone can belong anywhere. The company values fle...
Airbnb • Canada
Airbnb is seeking a Lead Customer Operations professional to manage urgent and complex escalations while supporting hosts and travelers. This role requires strong leadership skills and the ability to thrive under pressure.
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.
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.
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.
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.
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