Safety Specialist Job at Airbnb

Job Description

We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking. The successful candidate will 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 restore their status quo. This is a one-year full time position based in Korea. This position is a frontline, contact center role interacting directly with the customers.

Job Responsibility

Interact with Airbnb customers and community members through all current and future channels, 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
Understands multiple perspectives on a topic or situation
Able to evaluate and present multiple options for addressing a problem
Can be brought to engage more with senior stakeholders with help from management
Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
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
Displays openness and approachability when resolving issues
Understands key drivers of your role and how they relate to one another

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, as well as early morning / evening shifts
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 English
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

Nice to have

Hospitality experience, in particular working for technology platforms
Other languages

Airbnb - All Job Offers

Select Country

Safety Specialist

Job Description

Job Responsibility

Requirements

Nice to have

Looking for more opportunities?