CS Labs Supervisor

The Community You Will Join:

No global movement springs from individuals. It takes an entire team united behind something big. On the Community Support team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and that’s why we’re working so hard to build the world’s most loyal travel community.

Together, our team supports more than 900 million lifetime guests and 5.6 million listings in over 220 countries. We work hard, laugh a lot, and are committed to creating a world where anyone can belong anywhere.

The Difference You Will Make:

The CS Labs Supervisor manages the performance and quality of their team, monitoring team performance as measured by agreed-upon service delivery targets and key performance indicators, and mentoring, coaching, and professionally developing their team. On top of this, the CS Labs Supervisor supports ambassadors in pilot execution according to the CS Labs Pilot Playbook.

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 - Your first priority as a leader is to have an engaged, high-performing team. You set clear expectations, create meaningful connection to the organization and company missions, and cultivate a growth mindset

• 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

Your Location:

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.