Specialist, Safety

Airbnb

9d•Remote

About The Position

Airbnb is looking for a talented and experienced person to handle a variety of Safety concerns for their community. These concerns include, but are not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking. The successful candidate will have an excellent understanding of how to identify threatening and harmful circumstances, empathetic communication, good judgment, and quick decision-making skills to support survivors and restore their status quo. This is a full-time, remote position based in Canada, operating as a frontline contact center role interacting directly with customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in a fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality. As part of this role, flexibility is required, and employees may be asked to move to different teams within Community Support or take on different responsibilities. The ideal candidate will be open to a role that evolves based on business needs and will be flexible to meet those needs.

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.

Nice To Haves

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

Responsibilities

Complex case management: Providing the highest level of service to the community.
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: 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: Beginning to explore network with other Delivery teams and key functional partners.
Displays openness and approachability when resolving issues.
Understands key drivers of your role and how they relate to one another.