About the role

Specialist handling safety concerns for Airbnb's community interactions through various communication channels. Managing complex cases and recognizing threatening behaviors for resolving customer issues.

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

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