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Safety Specialist

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Airbnb

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Location:
India , Gurugram

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

880000.00 - 1020000.00 INR / Year
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Job Description:

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Job Responsibility:

  • Handle cases with complexities with the highest level of service
  • 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
  • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
  • 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
  • Look after a variety of Safety concerns for our community, including but not limited to: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population
  • Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo
  • Adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality

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
  • 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
  • Ability to understand and execute policies & procedures
  • Ability to maintain confidentiality during investigation
  • Is able to demonstrate an understanding of how to handle sensitive situations related to personal safety, including assessing the level of risk of the situation

Nice to have:

  • Hospitality experience is a plus, in particular working for technology platforms
  • Ideally has experience dealing with stakeholders in different functions and is able to communicate clearly in writing about cases for larger audiences
What we offer:
  • Bonus or incentives
  • One or more equity programs
  • Benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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