Platform Integrity Operations Specialist

Summary

Join Airbnb's Trust Operations team as a Performance Coordinator and contribute to a safe and trustworthy user experience. Review and provide feedback on the work of team members, focusing on risk assessment and case management within the Jira platform. Support quality improvement initiatives, enhance internal processes, and collaborate with cross-functional partners. Investigate complex issues, document findings, and communicate insights to stakeholders. Educate users on platform security and responsible usage. Analyze account and reservation patterns to identify fraudulent behaviors. This role requires strong analytical, investigative, and communication skills, along with experience in risk management or a related field.

Requirements

• 2-4 years’ direct experience in risk management, fraud prevention, or trust & safety roles
• Demonstrated proficiency with Google Suite (Mail, Docs, Sheets, Slides) and Mac OS; experience working with customer ticketing systems
• Strong investigative, analytical, and critical thinking skills, with proven ability to manage confidential information and adapt to changing priorities
• Excellent written and interpersonal communication skills, comfortable engaging across cultures and collaborating in fast-paced, high-pressure environments
• Self-motivated, detail-oriented, and solutions-driven, able to multitask and remain calm under time-sensitive conditions
• Availability for a full-time, 40-hour work week, including weekends and holidays as needed, in coordination with your Lead

Responsibilities

• Review, triage, and resolve user tickets, prioritizing cases with potential risk to users or the Airbnb platform
• Investigate high-volume queues for complex issues and emerging brand risks, documenting findings with clarity and confidentiality
• Collaborate with operational leads and cross-functional partners to enhance internal processes, drive automation, and address product vulnerabilities
• Communicate insights and trends to relevant stakeholders, escalating issues promptly to drive corrective action
• Educate users on platform security, safety, and responsible usage through clear and empathetic communication
• Analyze account and reservation patterns using risk systems, leveraging data to identify fraudulent behaviors and opportunities for platform improvement
• Work with product vendors to optimize risk detection capabilities in both proactive and reactive contexts

Preferred Qualifications

Familiarity with SQL, JSON, or other coding languages is preferred; additional language fluency is an asset

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits