Specialist, Safety
Core
Frontline contact center specialist managing complex safety cases involving discrimination, personal safety threats, domestic violence, and other harmful behaviors for Airbnb's community.
Role type
Senior IC Trust & Safety Specialist (Contact Center)
Builds
Resolution of high-severity community safety incidents and restoration of user status quo
Domain
Hospitality technology / Trust & Safety
Deliverable
client delivery
Required skills
risk assessment, conflict resolution, empathetic communication, case management, judgment under pressure, stakeholder engagement
Preferred skills
hospitality experience, technology platform experience, weekend/shift flexibility
Technologies
Apple/Mac OS, Google Suite
Responsibilities
Interact with customers via livechat, social platforms, messaging, and phone; End-to-end management of complex safety cases; Recognize and assess threatening and risky behaviors; Document ways of working and best practices; Provide SME support to less experienced team members
Seniority
Mid-level, hands-on IC
