Specialist, Safety

Details

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 Survivors and restoring their status quo.

This is a full time position based in Canada - Remote. This position is a frontline, contact center role interacting directly with customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in a fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Responsibilities

• Interact with Airbnb customers and community members through all current and future channels, including live chat, social platforms, messaging, and phone.
• End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows and management guidelines.
• Recognize case type/severity and work cases correctly according to the service’s scope, escalating accurately to other teams when appropriate.
• Take on casework at a degree of severity/complexity under close supervision.
• Recognize and assess threatening and risky behaviors.
• Demonstrate ownership mentality and good judgment; able to question and deviate from workflow when needed with management approval.
• Be highly receptive to feedback from management, Quality & clinical staff and quickly adopt behaviors to improve the quality of work.
• Understand multiple perspectives on a situation and evaluate/present multiple options for addressing a problem.
• Support documentation of ways of working, best practices, and norms for the service as requested by management.
• Provide technical/functional subject-matter expertise to less experienced team members.
• Display openness and approachability when resolving issues and engage with senior stakeholders with support from management.
• Balance efficiency with quality and handle a larger volume of cases without negatively impacting interaction quality or resolution.

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.
• Hospitality experience is a plus, particularly working for technology platforms.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. 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.

Skills & Expertise

• Very good interpersonal and communication skills, both written and spoken, including conflict resolution.
• Ability to organize a high volume of work, multitask and 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; other languages are a plus.
• Able to assess risk accurately, understand level of urgency, exercise good judgment for risky situations, and share pertinent information with stakeholders.
• Ability to adapt to new tasks and responsibilities as needed; proactive attitude toward 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.

Location

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a province where Airbnb Canada, Inc. has a registered entity. Currently eligible provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan.

Compensation & Benefits

Canada Annual Pay Range

$63,000—$63,000 CAD

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

Airbnb is committed to working with the broadest talent pool possible and providing a disability inclusive application and interview process. Reasonable accommodation requests can be sent to [email protected].