Appeals Associate

The Community You Will Join: 

The Appeals team is tasked with reviewing appeals for users suspended due to Safety and Hosting Standards issues. The team reviews the original casework completed by our Global Safety team and RSE team to ensure all factors leading to the removal were considered correctly and align with the enforcement actions set forth in our policies and workflows.

The Difference You Will Make:

We are looking for a talented and experienced person, who 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 Assault, Drugs activity, Sex Work and Human Trafficking.  

The successful candidate will demonstrate an excellent understanding of how to evaluate the circumstances of a case holistically, properly identify relevant circumstances to determine an outcome, communicate empathetically, use good judgment, and be quick in decision making, with the goal of providing the best support possible for the community.

This is a full time position based in Canada. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be 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: 

• Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community 

  • 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 directly through the phone

  • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines 

  • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate

  • Takes on casework at a degree of severity/complexity under close supervision

  • Ability to recognize & assess threatening & risky behaviors

  • Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval

  • Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work 

  • Understands multiple perspectives on a topic or situation

  • Able to evaluate and present multiple options for addressing a problem

  • Can be brought to engage more with senior stakeholders with help from management

• Combining efficiency with quality:

  • Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution

• Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed

  • Help document ways of working, best practices, and the norms for your service(s) as requested by management

  • Provides technical/functional/SME to less experienced members of the team.

• Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners

  • Displays openness and approachability when resolving issues

  • Understands key drivers of your role and how they relate to one another

Your Expertise:

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts

• Hospitality experience is a plus, in particular working for technology platforms.

• Ability to work weekend days and public holidays required, as well as evening shifts. Your schedule can change to meet business needs

• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials

• Very good interpersonal and communication skills, both written and spoken, including conflict resolution.

• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time

• Basic computer literacy, including Apple/Mac OS and Google Suite

• Language proficiency in English, other languages are a plus

• Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders

Your Location:  This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:  Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.