Airbnb

8 months ago

Specialist, Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Maintain safety for Airbnb’s community through complex case management, risk assessment, and multi-channel support. You’ll handle high-severity cases, collaborate with clinical and management teams, document best practices, and adapt to evolving responsibilities within Community Support in a remote Canada-based role.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•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

Pay and Benefits

Salary: CAD 58,000 - 63,000 annually

Perks:Travel Allowance

Key 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
•Very good interpersonal and communication skills, both written and spoken, including conflict resolution
•Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
•Ability to work weekend days and public holidays, as well as early morning / evening shifts; schedule may change to meet business needs
•Basic computer literacy, including Apple/Mac OS and Google Suite; language proficiency in English; other languages are a plus

Experience:3+ yearsSafetyCustomer serviceTrust & SafetyEmergency servicesHospitality

Skills:CommunicationConflict resolutionMultitaskingProblem-solvingCustomer service

Languages:English

Tech Stack:Google WorkspaceMac OSLive chat

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

Website LinkedIn

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Airbnb

8 months ago

Specialist, Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•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

Pay and Benefits

Salary: CAD 58,000 - 63,000 annually

Perks:Travel Allowance

Key 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
•Very good interpersonal and communication skills, both written and spoken, including conflict resolution
•Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
•Ability to work weekend days and public holidays, as well as early morning / evening shifts; schedule may change to meet business needs
•Basic computer literacy, including Apple/Mac OS and Google Suite; language proficiency in English; other languages are a plus

Experience:3+ yearsSafetyCustomer serviceTrust & SafetyEmergency servicesHospitality

Skills:CommunicationConflict resolutionMultitaskingProblem-solvingCustomer service

Languages:English

Tech Stack:Google WorkspaceMac OSLive chat

Company Brief

Airbnb

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

Website LinkedIn