Customer Success Operations Coordinator

Manager, Premium Support

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make: We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in Canada. The Manager supports one or more internal CS services. The Manager is an operational leadership role that requires substantial experience in customer service and team management. Managers 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 training. * For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling * Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work 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 * Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings * Share input and recommendations about service target setting. * Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director 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 a 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 Your Expertise: * 8+ years of progressive experience in a customer service or an operations role, with 5 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 * Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals  * Ability to work weekend days, holidays, and on-call required * Strong communicator, with fluency, in both written and spoken, English YOUR SKILLS AND COMPETENCIES: * Exceptional 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 * 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; able to translate that to your team * Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement * Ability to cascade with context and lead your team through changes * Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee * 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.) Your Location: This position is Remote Eligible - Canada. 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: Alberta, 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. ---------------------------------------------------------------------------------------------------------------------------------- We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.  This role is newly created and does not replace or backfill an existing position.  How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $94,000—$117,000 CAD

Specialist, Premium Support

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join:  We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. The Difference You Will Make: The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and French, 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. A Typical Day:  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. Complex case management: Provide the highest level of service to our community in each and every case * 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 complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate * 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 Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention * Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution * Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb * Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances * Personalize communications to users, demonstrating the highest hospitality standards Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success * Provide insights about community experience and continuous improvement opportunities to your Management * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. * 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. Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results * Displays flexibility, openness and approachability when resolving issues * Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics * You are on-call to handle emergency situations in the evenings & weekends Your Expertise: * 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts * Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.   * Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. * Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs. * Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders. * 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. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time. * Passion for delivering exceptional customer service and setting a high bar. * Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively. * Ability to adapt to new tasks and responsibilities as needed. * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. * Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. * Language proficiency in English, written and spoken, other languages are a plus. Your Location: Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you 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. ____________________________________________________________________________________________________________________________________________________________ We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. This role is for an existing vacancy within the organization. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $58,000—$63,000 CAD

Customer Success Manager

Sophos

About Us Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.   Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.   Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. Role Summary The Customer Success Organization focuses on our most strategic customers. The CSM will have a portfolio of accounts and lead the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. You’ll leverage your expertise to guide our customers through their journey, maintain consistent engagement, ensuring they achieve their goals and derive maximum value from our products, as well as to identify opportunities for additional Sophos products and services.