Airbnb Safety Senior Specialist 

Canada 

178297574

Please note that we currently have 3 openings for this role. We have another role posted as Senior Safety Specialist as well that is slightly less senior in scope. Please submit your application to one or the other based on your experience level and qualifications.

A Typical Day:

• Complex case management: Handles the service’s most severe and urgent cases
• 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 directly through the phone
• Manage cases end-to-end to completion, which often includes working cross functionally with Legal, Policy, other services, etc.
• Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Implement stakeholder recommendations and use good judgment in determining the appropriateness of recommendations based on each unique case
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

• Combining efficiency with quality: Sets the gold standard for performance for the service
• Acts consistently impeccably in handling of customer-facing casework
• Leverages deep understanding of trauma-informed principles and to deploy behavioral analysis skills to help resolve a case, empathetically

• Participating in the Safety Service improvement: Leverages functional operational knowledge to lead the team succeed
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Work in very close collaboration with clinical staff team and be their voice on day to day operations
• Be a positive force in the team and help management drive & land changes with the least frictions possible

• Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Fully autonomous in creating after action reviews detailing the opportunities for improvement in case handling and ability to share this with impacted teams in coordination with Management
• Understand appropriate prioritization and urgency levels for both the community and the business
• Sets clear expectations among stakeholders to build alignment
• Build & nurture relationships outside of the safety team

Your Expertise:

• 6+ 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 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
• World class 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
• Advanced computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus
• 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
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly.
• Excellent problem solving and critical thinking skills; comfort with ambiguity
• Experience responding to high-impact risks and crisis situations, and ability to provide proactive recommendations on the best course of action.