About this role

📋 Description Oversee a team of 10-15 ambassadors; escalate high-risk cases. Coach direct reports; create performance development plans. Provide best practices for case handling; document ways of working. Ensure staffing, onboarding, and ongoing training of staff. Collaborate with Capacity Planning & WFP on headcount and coverage. Drive service performance and report trends to leadership. 🎯 Requirements 8+ years in customer service/ops; 5+ years in people management.

Proven ability to raise team performance as a manager. Experience handling crisis and high-severity cases. Strong data analysis and reporting skills (Tableau, SQL, Excel, Google Sheets). Translate big goals into concrete team actions and targets. Willing to work weekends/holidays/on-call; flexible. 🎁 Benefits Remote eligible in Canada; provincial eligibility required. Inclusive culture focused on diversity and belonging.

Disability accommodations available in recruitment process. Leadership development and coaching opportunities. Competitive compensation package and benefits. Airbnb values work-life balance and community impact.

Source listing: empllo_remote