Airbnb Specialist Safety 

Canada 

969362433

The Difference You Will Make:

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.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

• Complex case management:
  • 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
• Combining efficiency with quality:
  • 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 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: explore network with other Delivery teams and key functional partners

Your Expertise:

• 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
• 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.

Offices: Canada