Senior Support Specialist, Safety

Airbnb
Canada
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Empathy","Problem-solving","Good judgment","Conflict resolution","Organizational skills"]

Handle complex safety-related cases for Airbnb’s community, providing first-line, empathetic support through phone, chat, messaging, and social channels. Assess risk and severity, follow service methodology and guidelines, and escalate to other teams when needed. Balance increasing case volumes with high-quality outcomes, apply trauma-informed practices, and contribute to safety service improvement while coaching teammates and supporting new employee onboarding.

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FursaFursa
Airbnb
Airbnb
1 day ago

Senior Support Specialist, Safety

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Handle complex safety-related cases for Airbnb’s community, providing first-line, empathetic support through phone, chat, messaging, and social channels. Assess risk and severity, follow service methodology and guidelines, and escalate to other teams when needed. Balance increasing case volumes with high-quality outcomes, apply trauma-informed practices, and contribute to safety service improvement while coaching teammates and supporting new employee onboarding.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide the highest level of service on complex cases related to community safety.
  • •Interact with Airbnb customers and community members across current and future channels (tools, chat, social media, messaging, and phone).
  • •Manage complex cases end-to-end using the work methodology and guidelines to resolve client issues.
  • •Identify the type and severity of cases and route/escalate appropriately when outside the service scope.
  • •Contribute to the safety service by using operational knowledge proactively, supporting onboarding of new employees, and providing improvement feedback to leadership.

Key Requirements

  • •At least 4 years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or similar call-center client interaction roles.
  • •Strong communication skills in writing and speaking, including conflict resolution.
  • •Ability to assess risk and urgency, exercise good judgment in risky situations, and communicate the most relevant information to stakeholders.
  • •Advanced computer skills, including Apple/Mac OS and Google Suite.
  • •Ability to work early mornings, evenings, weekends, and holidays, in a high-pressure environment with sensitive and possibly traumatizing content.
Experience:4+ years
Skills:EmpathyProblem-solvingGood judgmentConflict resolutionOrganizational skills
Languages:EnglishFrench
Tech Stack:AppleMac OSGoogle SuiteChatMessagingPhoneSocial media

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn