Airbnb Senior Specialist Safety 

India, Haryana, Gurugram 

987210142

The Community You Will Join:

We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety

As a Senior Specialist, you’ll be trusted with our most sensitive, high-risk cases, those that require a combination of trauma-informed support, exceptional judgment, and deep behavioral insight. You’ll also serve as a thought partner to leadership, helping to raise the bar on how we care for our users, and how we collaborate globally to drive consistency and care.

You will directly support users and internal stakeholders during our most critical, low-frequency but high-severity incidents, including but not limited to:

• Physical or sexual assault, exploitation, or abuse
• Self-harm and mental health-related emergencies
• Human trafficking and child endangerment
• Domestic violence or threats to personal safety
• Culturally sensitive, high-risk cases requiring bespoke handling

Your ability to navigate ambiguity, crisis, and cultural nuance with poise and empathy will help preserve safety and trust at the most difficult times.

• Provides leadership-level case handling across high-complexity, high-sensitivity cases
• Demonstrates deep subject-matter expertise in personal safety risk assessment and trauma-informed communication
• Collaborates on complex case decisions across cross-functional teams including Legal, Comms & Safety Stakeholders
• Actively identifies patterns, edge cases, and workflow gaps; contributes to the refinement of global safety procedures
• Maintains quality, accuracy, and ownership with minimal supervision

• Effectively communicates complex case contexts to senior leadership and cross-functional partners
• Leads or supports debriefs, learning sessions, and stakeholder reviews for severe incidents
• Writes clear, concise narratives on high-risk cases that may be used in internal and executive-level reviews
• Demonstrates tact, professionalism, and credibility across diverse and high-pressure settings

• Assesses behavioral signals and patterns to predict user needs or safety risks
• Escalates cases appropriately, balancing urgency and long-term impact
• Contributes to safety incident root-cause analysis and quality audits
• Uses data and qualitative feedback to advocate for product or policy improvements

• Maintains composure and clear judgment during highly stressful or emotional incidents
• Supports and coaches peers in best practices for trauma-informed engagement
• Proactively fosters psychological safety and resilience within the team
• Embraces difficult conversations and navigates ambiguity with confidence

• 4+ years in customer-facing roles with direct phone/email interaction, including 2+ years in Trust & Safety, emergency response, law enforcement, mental health, or crisis management
• Demonstrated experience handling highly sensitive or traumatic content with care and confidentiality
• Experience engaging with executive stakeholders or leading discussions involving safety, crisis escalation, or reputational risk
• Ability to work weekend days and public holidays required, as well as evening or night shifts. Your schedule can change to meet business needs
• Advanced ability to assess risk levels and act with speed and discretion
• Skilled in trauma-informed communication, both written and verbal
• Comfortable handling ambiguity, adapting workflows, and making judgment calls on the fly
• Effective communicator who can break down complex ideas clearly for varied audiences
• Strong writing skills for crafting case summaries, stakeholder updates, and escalation narratives
• Experience coaching or supporting peers, and contributing to cross-team collaboration

Offices: Gurugram, India