Community Crisis Investigator

🔥 20 hours ago

🇨🇦 Canada – Remote

💵 $85k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👫 Community Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Assess incoming incidents and recommend whether they meet the threshold for crisis implementation • Draft concise, comprehensive incident summaries for decision-makers • Outline and drive case-management actions needed by stakeholders • Research case precedent and consult stakeholders on non-standard cases • Prepare overviews and next steps for urgent, monitoring, or implemented cases • Draft crisis-case communications for senior stakeholders and provide details for executive notifications • Keep stakeholders and Global Crisis Management leadership informed of case status • Communicate daily with assigned cross-functional partners and share learnings with the global GCM team • Identify policy, product, or process failures and provide actionable specificity to owning teams • Maintain accurate case-management records and raise data or backlog issues • Review peers' assessments for errors, missing stakeholders, and additional recommendations • Share case and stakeholder learnings with the team • Contribute to team culture and a sustainable working environment • Maintain case documentation and trackers for accurate analytics and clean handoffs • Complete work within dedicated SLAs and escalate risks early

🎯 Requirements

• 6+ years of experience in customer support or front-line work handling escalated, sensitive cases, including crisis or survivor-facing work such as a crisis line, victim advocacy, emergency response, or trust and safety • Proven track record of working collaboratively with multi-functional leads in a matrixed organization • Experience working cross-functionally in a fast-paced environment • Strong organizational skills and attention to detail • Strong communication and interpersonal skills • Ability to stay focused with a calm demeanor in stressful situations • Ability to work a flexible schedule, including nights and weekends as needed • Must live in a province where Airbnb Canada, Inc. has a registered entity; currently Ontario, British Columbia, Quebec, Alberta, or Saskatchewan

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Reasonable accommodations throughout the recruitment process for applicants with disabilities