Specialist, Safety
Core
Frontline contact center specialist managing complex safety cases involving discrimination, personal safety threats, domestic violence, and other harmful behaviors for Airbnb hosts and guests.
Role type
Specialist, Safety (Frontline IC)
Builds
Community safety support and case resolution workflows
Domain
Hospitality / Trust & Safety
Deliverable
client delivery
Required skills
complex case management, risk assessment, conflict resolution, empathetic communication, quick decision making, workflow adherence, stakeholder escalation
Preferred skills
hospitality experience, technology platform experience, weekend/shift flexibility
Technologies
livechat, social platforms, messaging, phone, Apple/Mac OS, Google Suite
Responsibilities
Interact with customers via livechat, social, messaging, and phone; manage end-to-end complex safety cases; recognize and assess threatening behaviors; escalate cases to appropriate teams; document best practices; provide SME support to less experienced team members.
Seniority
Mid-level, hands-on IC