Safety Specialist

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. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. 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 Handle cases with complexities with the highest level of service Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team. Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate Understand how to summarize user issues and escalate to leadership as needed Manage multiple user cases at the same time while remaining efficient, professional and organized 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 phone. Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations Adapt to your schedule its potential modifications based on business needs Be a team player support operational success as directed by your Management Demonstrate and share best practices with teammates to drive success at the global service level Participate in roundtable discussions for upcoming changes and launches The Difference You Will Make: You 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 Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population. 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 the Survivors and restoring their status quo. Adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. A Typical Day: Operational Excellence Competencies Shows constant improvements in the quality of work with limited supervision Shares regular feedback from the community with the senior stakeholders to improve the quality of our services Shares knowledge with less experienced team members Shows willingness to take on new projects/assignments Communication Competencies Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact Understands when written messages are appropriate and when to choose other forms of communication Shares knowledge with less experienced team members Uses effective cross cultural communication Analytical Competencies Develops a nuanced perspective based on facts and data Plans proactively for short to medium term goals Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives Self Interpersonal Competencies Shows awareness of individual's strengths, blind spots and areas of development Perseveres to find the goals deeper Why' behind policies, processes, and workflows Keeps team objectives community above individual aspirations Embraces challenges that require new skills and knowledge ... (truncated, view full listing at source)