Safety Specialist

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

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

• 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 • Understand multiple perspectives on a topic or situation • Able to evaluate and present multiple options for addressing a problem • Display openness and approachability when resolving issues • 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. • Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution • Demonstrate your ability to work efficiently by managing your own time and prioritizing daily tasks as effectively as possible.

🎯 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 • 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 both English and Korea • 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.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off