Specialist, Safety

Airbnb

19h•Remote

About The Position

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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. 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: Discrimination, 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 Canada - Remote. This position is a frontline, contact center role interacting directly with the customers. Successful candidates 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. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

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 making calls and handling customer/client contacts
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
Very good 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
Basic 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
Ability to adapt to new tasks and responsibilities as needed.
Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.

Nice To Haves

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

Responsibilities

Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community
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
Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed
Help document ways of working, best practices, and the norms for your service(s) as requested by management
Provides technical/functional/SME to less experienced members of the team.
Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners
Displays openness and approachability when resolving issues
Understands key drivers of your role and how they relate to one another