Spécialiste, Sécurité

Airbnb

17h•Onsite

About The Position

Airbnb is seeking a talented and experienced individual to handle various safety concerns for its community. This role involves addressing issues such as discrimination, personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical and sexual assault, drug-related activities, sex work, and human trafficking. The successful candidate will possess a strong understanding of identifying threatening and harmful situations, communicate with empathy, exercise sound judgment, make quick decisions, and prioritize support for survivors and their recovery. This is a full-time, frontline call center position based in Canada, requiring direct customer interaction. Excellent communication, problem-solving, and customer service skills are essential. The role demands adaptability and responsiveness in a dynamic, sometimes high-pressure environment, while maintaining flexibility, proactivity, resourcefulness, efficiency, professionalism, and confidentiality. Flexibility to change teams within Community Support or take on different responsibilities is expected, as the ideal candidate is open to evolving their role based on business needs.

Requirements

Over three years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or similar call center roles involving outbound calls and customer contact.
Excellent interpersonal and communication skills, both written and verbal, including conflict resolution.
Ability to organize a high volume of work, multitask, and prioritize while working within schedules, including breaks, meal breaks, and training time.
Basic computer proficiency, including Apple/Mac OS and Google Suite.
Proficiency in English. Knowledge of other languages is an asset.
Ability to assess risks, understand urgency, exercise judgment in risky situations, and communicate relevant information to stakeholders.
Ability to adapt to new tasks and responsibilities as needed.
Proactive attitude to tackle new challenges and adapt to changing priorities and environments.
Ability to adapt to evolving functions and tasks with openness and flexibility, and integrate into a new team.
Must be based in Canada, with current employee locations including British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. (This list is subject to updates.)

Nice To Haves

Experience in the hospitality industry is an asset, particularly working on technology platforms.
Knowledge of other languages is an asset.

Responsibilities

Manage complex cases, providing the highest level of service to the community.
Interact with Airbnb customers and community members via chat, social media, messaging, and phone.
Handle complex cases end-to-end, resolving customer issues according to established workflows and guidelines.
Recognize and appropriately handle case types and severity based on service scope, escalating to other teams as needed.
Take ownership of cases with a certain degree of severity or complexity under close supervision.
Recognize and assess threatening and risky behaviors.
Demonstrate accountability and judgment, with the ability to question and deviate from workflows with management approval.
Be open to feedback from management, quality teams, and clinical staff, and quickly adopt behaviors to improve work quality.
Understand multiple perspectives on a subject or situation.
Evaluate and present multiple options for problem resolution.
Potentially interact with key stakeholders with management assistance.
Manage a higher volume of cases without compromising interaction or resolution quality.
Contribute to improving the safety service by leveraging functional operational knowledge.
Assist in documenting workflows, best practices, and standards for their service area as directed by management.
Provide technical or functional expertise and guidance to less experienced team members.
Begin networking with other delivery teams and key functional partners.
Be open and accessible when resolving issues.
Understand key factors of their role and how they interconnect.