CS Labs Supervisor

Summary

Join Airbnb's Community Support team as a CS Labs Supervisor and lead a team in exceeding service delivery targets. You will mentor, coach, and develop your team, supporting them in pilot execution. A typical day involves managing team performance, scheduling, and addressing talent-related issues. You will foster a discovery-driven learning environment, collaborate with stakeholders, and prioritize community support. The role requires at least 5 years of team experience, leadership skills, and experience with innovation projects. Location is Canada - Remote Eligible, with occasional office work.

Requirements

• 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
• Fluency in both, written and spoken, English

Responsibilities

• 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

Preferred Qualifications

• Understanding of HR and other people policies
• Additionally in French or Spanish