Specialist, Safety

Summary

Join Airbnb's Community Support team as a Safety Specialist, managing complex cases involving discrimination, safety threats, and other sensitive issues. You will interact directly with customers via various channels, providing empathetic support and resolving issues according to established workflows. This frontline role demands strong communication, problem-solving, and decision-making skills, along with the ability to handle high-pressure situations and confidential information. You will need to be adaptable and flexible, as responsibilities may evolve based on business needs. The position is remote-eligible in select Canadian provinces, with occasional office work possible.

Requirements

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
• Very good interpersonal and communication skills, both written and spoken, including conflict resolution
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus
• Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders
• 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

Responsibilities

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone
• End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines
• Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Takes on casework at a degree of severity/complexity under close supervision
• Ability to recognize & assess threatening & risky behaviors
• Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation
• Able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders with help from management
• Combining efficiency with quality: Ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Participating in the Safety Service improvement: Leverage functional operational knowledge to support the team succeed
• 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
• Stakeholder engagement: explore network with other Delivery teams and key functional partners

Preferred Qualifications

Hospitality experience is a plus, in particular working for technology platforms