Safety Specialist

• Handle cases with complexities with the highest level of service
• Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team
• Understand how to summarize user issues and escalate to leadership as needed
• Manage multiple user cases at the same time while remaining efficient, professional and organized
• 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 phone
• Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
• Adapt to your schedule & its potential modifications based on business needs
• Be a team player & support operational success as directed by your Management
• Demonstrate and share best practices with teammates to drive success at the global service level
• Participate in roundtable discussions for upcoming changes and launches

• 4+ 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
• Graduation is a must from any AICTE recognised university
• Hospitality experience is a plus, in particular working for technology platforms
• Ability to work weekend days and public holidays required, as well as 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
• Excellent interpersonal and communication skills, both written and spoken, including conflict resolution
• Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations
• Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time
• Language proficiency in English
• Ability to understand and execute policies & procedures
• Ability to maintain confidentiality during investigation

Hospitality experience, in particular working for technology platforms

• Bonus or incentives
• Equity programs
• Employee Travel Credits