Manager, Cybersecurity & IT Risk ensuring audits and risk management practices at CNB. Collaborating with teams to address cybersecurity and IT controls issues effectively.
About the role
- Spécialiste de la sécurité gérant des préoccupations liées à la sécurité pour Airbnb. Interactions directes avec les clients en situation de crise.
Responsibilities
- Interact with Airbnb guests and community members across all current and future channels, using Airbnb tools or external platforms, including chat, social media, messaging, and phone.
- Manage complex cases end-to-end to resolve customer issues in accordance with work procedures and guidelines.
- Identify the type and severity of cases and handle them appropriately within the scope of the service, involving other teams when necessary.
- Demonstrate responsibility and sound judgment, and be able to question and deviate from established procedures when needed (only with management approval).
Requirements
- More than three years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or in similar roles at a call center making outbound calls and handling customer contacts.
- Experience in hospitality is a plus, especially working on technology platforms.
- Availability to work weekends and public holidays, as well as early mornings and evenings. Schedules may change to meet business needs.
- Ability to work in a high-pressure environment engaging with images, conversations, and other sensitive, confidential, and potentially traumatic content.
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
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