Safety Specialist

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 together take care of all the safety concerns of our users, few things to keep in mind while being part of safety

Handle cases with complexities with the highest level of service

Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate

Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team

Understand how to summarize user issues and escalate to leadership as needed

Manage multiple user cases at the same time while remaining efficient, professional and organized

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 phone.

Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations

Adapt to your schedule & its potential modifications based on business needs

Be a team player & support operational success as directed by your Management

Demonstrate and share best practices with teammates to drive success at the global service level

Participate in roundtable discussions for upcoming changes and launches

The Difference You Will Make:

You will look after a variety of Safety concerns for our community, including but not limited to:Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population.

Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo.

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:

Operational Excellence Competencies

Shows constant improvements in the quality of work with limited supervision

Shares regular feedback from the community with the senior stakeholders to improve the quality of our services

Shares knowledge with less experienced team members

Shows willingness to take on new projects/assignments

Communication Competencies

Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact

Understands when written messages are appropriate and when to choose other forms of communication

Shares knowledge with less experienced team members Uses effective cross cultural communication

Analytical Competencies

Develops a nuanced perspective based on facts and data

Plans proactively for short to medium term goals

Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals

Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives

Self & Interpersonal Competencies

Shows awareness of individual's strengths, blind spots and areas of development

Perseveres to find the goals deeper Why' behind policies, processes, and workflows

Keeps team objectives community above individual aspirations

Embraces challenges that require new skills and knowledge

Recognizes conflicts and seeks support to resolve difficult situations

Pushes oneself towards the best possible outcomes for the Airbnb community

Maintains composure in crisis situations

Your Expertise

Your background & experience

4+ 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

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

Ability to work weekend days and public holidays required, as well as 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

Your skills & expertise

Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.

Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations

Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time

Language proficiency in English

Ability to understand and execute policies & procedures

Ability to maintain confidentiality during investigation

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.