Support Specialist, Safety

🕒 June 24

🇨🇦 Canada – Remote

💵 $63k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 45%

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

• Handle Safety concerns including discrimination, personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical assault, sexual assault, drug activity, sex work, and human trafficking • Identify threatening and harmful circumstances, communicate empathetically, exercise good judgment, and make quick decisions to support survivors • Interact with Airbnb customers and community members through live chat, social platforms, messaging, phone, and other current or future channels • Manage complex cases end-to-end and resolve customer issues according to workflows and management guidelines • Recognize case type and severity, work cases within scope, and escalate accurately to other teams when appropriate • Handle casework under close supervision • Assess threatening and risky behaviors • Question or deviate from workflows when needed with management approval • Receive and implement feedback from management, Quality, and clinical staff teams • Evaluate and present multiple options for addressing problems • Handle larger case volumes without reducing interaction or resolution quality • Document ways of working, best practices, and service norms • Provide technical, functional, or subject-matter expertise to less experienced team members • Engage with Delivery teams and key functional partners • Remain flexible to move between Community Support teams or assume different responsibilities based on business 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 • 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; schedule may 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 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 • Ability to assess risk accurately, understand urgency, exercise good judgment in risky situations, and share 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 • Must live in a province where Airbnb Canada, Inc. has a registered entity; currently Alberta, Ontario, British Columbia, Quebec, or Saskatchewan

🏖️ Benefits

• May be eligible for bonus • May be eligible for equity • Benefits • Employee Travel Credits • Remote work eligibility • 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