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Safety Senior Specialist



Posted on Saturday, June 22, 2024

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Please note that we currently have 3 openings for this role. We have another role posted as Senior Safety Specialist as well that is slightly more senior in scope. Please submit your application to one or the other based on your experience level and qualifications.

The Community You Will Join:

No global movement springs from individuals. It takes an entire team united behind something big. On the Safety team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and it’s why we’ve worked so hard to build the trust at its foundation. With 100 million lifetime guests, and 2 million listings in over 190 countries, trust is what makes it work. Together, we work hard, we laugh a lot, and we are passionate about working to create the most trusted community in the world. We are looking for enthusiastic, dedicated crisis management investigators who will be able to help our hosts and guests when they need us the most.

The Difference You Will Make:

We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.

The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo.

This is a full time position based in specific provinces in Canada, either: British Colombia, Ontario, or Quebec. The Safety Senior Specialist is the frontline, contact center role interacting directly with the customers. Safety Senior Specialists need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

  • Complex case management: Provide the highest level of service to our community in each and every case
    • 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
    • Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow
    • Operates with little support from your leadership on most casework tasks
    • Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines”
    • Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases
    • Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
  • Combining efficiency with quality:
    • Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service).
    • Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that understanding in your casework
  • Participating in the Safety Service improvement: Leverage your functional operational knowledge to proactively support the team success
    • Provides ongoing guidance to your teammates in improving the quality and efficiency of their work
    • Provide insights about community experience and continuous improvement opportunities to your Management
    • Support onboarding of new employees and clinical case reviews
    • Support management in conveying messages & driving outcomes in the rest of the team
  • Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
    • Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt
    • Ability to create after action reviews detailing the opportunities for improvement in case handling

Your Expertise:

  • 4+ 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 required, as well as 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
  • Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
  • Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
  • Advanced computer literacy, including Apple/Mac OS and Google Suite
  • Language proficiency in English, other languages are a plus
  • Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders
  • Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly.
  • Strong problem solving and critical thinking skills; comfort with ambiguity

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Colombia, Ontario, or Quebec. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.