Safety Specialist

Responsibilities

• Manage complex safety cases including discrimination, personal threats, domestic violence, and human trafficking
• Interact with community members via live chat, social platforms, messaging, and phone
• Resolve customer issues end-to-end based on established workflows and management guidelines
• Recognize and assess threatening or risky behaviors to escalate accurately to other teams
• Document best practices and ways of working to support service improvement
• Provide functional expertise and support to less experienced team members

Requirements

• 3+ years of experience in customer service, mediation, emergency services, or Trust & Safety operations
• Experience operating in a contact center environment
• Ability to work in a high-pressure environment involving sensitive, confidential, and potentially traumatic content
• Proficiency in English (written and spoken)
• Basic computer literacy including Mac OS and Google Suite
• Flexibility to work weekends, public holidays, and varying shifts

Preferred Qualifications

• Hospitality experience, particularly with technology platforms
• Proficiency in languages other than English

About the Company

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.