Spécialiste, Sécurité
Core
Handle complex community safety cases involving discrimination, threats, violence, and self-harm via phone and chat to support survivors and ensure community safety.
Role type
Senior frontline community safety specialist (call center)
Builds
Safe community environment for Airbnb hosts and guests
Domain
Hospitality / Community Safety / Crisis Intervention
Deliverable
client delivery
Required skills
complex case management, threat assessment, conflict resolution, empathy, decision making under pressure, stakeholder communication, documentation, process improvement, mentoring
Preferred skills
hospitality industry experience, technology platform experience
Responsibilities
Interact with clients via phone, chat, and social media; manage complex cases end-to-end; recognize and evaluate threatening behaviors; document best practices; provide technical guidance to less experienced team members; adapt to changing responsibilities within the community support team.