Trust Escalations Case Manager

Summary

Join Airbnb's Ops Excellence Case Management team as a self-starter who thrives in a fast-paced environment. You will manage urgent and complex escalations, working with internal and external stakeholders to drive issues to resolution. This role requires strong problem-solving skills, experience in trust and safety, and the ability to work independently and collaboratively. You will proactively investigate and troubleshoot sensitive escalations, perform expert case reviews, and provide high-level administrative support. The position is US-remote eligible with occasional office work, requiring 5+ years of experience in escalations, risk management, or trust and safety. Compensation includes a base pay range of $65,000-$76,700 USD, plus potential bonus, equity, benefits, and employee travel credits.

Requirements

• Proven ability to identify and cultivate relationships with key stakeholders representing a broad range of functions and levels
• Excellent written, oral, and presentation skills and an ability to synthesize information and make clear, concise recommendations on course of action
• Excellent problem solving and critical thinking skills
• Analytical, able to organize and work independently with rapidly changing priorities
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive customer experience
• 5+ years of experience within escalations, risk management, fraud prevention, and/or Trust and Safety
• Experience in content review, actions and policy enforcement
• Experience developing and successfully executing processes, projects and/or programs
• Effective at implementing organization-wide projects and initiatives through collaboration across functions, geographies, and organization levels

Responsibilities

• Manage urgent and complicated escalations, proactively engaging with internal users and leaders
• Consult with other partner-facing teams as a de-escalation expert
• Manage the processing of incident escalations through to resolution, demonstrating full ownership and attention to detail, while working through ambiguous and fast-paced situations
• Ensure that all incidents and escalations are tracked, prioritized, triaged, owned, investigated, resolved, and communicated accurately
• Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process
• Perform expert review of high-risk and escalated cases against a set of Airbnb Trust guidelines to identify opportunities to improve the efficiency or effectiveness of the support provided to users based on escalations
• Own and manage escalations end to end from incident escalation to resolution to investigate issues and engage with at-risk users
• Provide a high level of administrative support while working on highly sensitive and confidential material
• Partner with multiple stakeholders including internal legal & policy teams and/or government agencies to resolve internal issues caused by complex SOS escalations
• Maintain subject matter expertise, develop and maintain a comprehensive understanding of all Trust specializations to successfully complete escalations
• Educate internal users on how to maintain security and safety while using Airbnb responsibly
• Act as either team leader or specialist, providing subject matter expertise and or guidance to more junior team members
• Contribute to cultural activities on a regular basis, sometimes in a team lead role

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits