Airbnb
SafetySpecialist
“Safety Specialist at Airbnb. Skills: Safety concerns, Empathetic communication, Quick decision making. Manage complex cases. Interact with Airbnb customers”
What You'll Achieve.
Providing the highest level of service to our community; Resolve customers’ issues based on workflows & management guidelines; Improve the quality of your work; Support the team succeed
Industry & Context.
problem-solving abilities; Ability to organize a high volume of work, multitask & prioritize; Ability to evaluate and present multiple options for addressing a problem; Able to assess risk accurately; exercise good judgment when it comes to risky situations
Ability to work weekend days and public holidays, as well as early morning / evening shifts, Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
What They're Looking For.
Must Have
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, Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials, Basic computer literacy, including Apple/Mac OS and Google Suite, Language proficiency in English
Nice to Have
Hospitality experience is a plus, in particular working for technology platforms, other languages are a plus
What You'll Do.
Interact with Airbnb customers
Resolve customers’ issues
Recognize case type/severity
Assess threatening & risky behaviors
Demonstrate ownership mentality
Handle a larger volume of cases
Participate in Safety Service improvement
Document ways of working
Provide technical/functional/SME support
How You'll Work.
Team & Collaboration
Interact with Airbnb customers and community members through all current and future channels; Escalate accurately to other teams when appropriate; Engage with senior stakeholders; Explore network with other Delivery teams; Engage with key functional partners
Communication Scope
Very good interpersonal and communication skills, both written and spoken, including conflict resolution; communication skills
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