Safety Specialist Job at Airbnb

Safety Specialist

Airbnb

Location:
Japan

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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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: 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 be able to properly identify threatening and harmful circumstances, possess empathetic communication and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. The successful candidate will assist with escalated issues and initiate the user dispute request process for personal safety incidents. Our specialists are responsible for the investigation of cases involving trauma or personal harm or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. The candidate will maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports and summaries. We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly. Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools. Must have 1+ years of experience in a similar role.

Job Responsibility:

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 Assault, Drugs activity, Sex Work and Human Trafficking
Assist with escalated issues and initiate the user dispute request process for personal safety incidents
Responsible for the investigation of cases involving trauma or personal harm or brand risk
Negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution
Maintain high levels of confidentiality while performing investigations
Comprehensively document investigations through written reports and summaries
Manage cases involving damages
Monitor flagged and inappropriate content
Identify and report trends in online risk
Work with Safety support teams to develop and enhance internal policies and tools

Requirements:

1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service
Ability to plan, prioritise and organise tasks and communications
Ability to learn and adapt to new technologies
Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner
Excellent time management, negotiation and conflict resolution skills
Passion for innovation with a 'work smarter', solution and action oriented mindset
Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care
Ability to work under pressure and quick decision making when faced with conflicting demands
Fluent Japanese and English (Spoken and Written) are essential

Nice to have:

Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus

Additional Information:

Job Posted:
May 04, 2026

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