Senior Specialist - Safety

The Community You Will Join: 

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 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 restore their status quo. 

This is a full time position based in Canada. The Senior Specialist, Safety is the frontline, contact center role interacting directly with the customers. Senior Specialist, Safety 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.       

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.         

The Difference You Will Make:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• 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

• Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow 

• Operates with little support from your leadership on most casework tasks

• Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines” 

• Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases

• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence

Combining efficiency with quality: 

• Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service). 

• Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that understanding in your casework

Participating in the Safety Service improvement: Leverage your functional operational knowledge to proactively support the team success

• Provides ongoing guidance to your teammates in improving the quality and efficiency of their work

• Provide insights about community experience and continuous improvement opportunities to your Management

• Support onboarding of new employees and clinical case reviews

• Support management in conveying messages & driving outcomes in the rest of the team

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Demonstrates a high degree of approachability and integrity when resolving sensitive/complex issues relying on management when in doubt

• Ability to create after action reviews detailing the opportunities for improvement in case handling

Your Expertise:

• 4+ 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, as well as early morning / 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

• Excellent 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

• Advanced 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

• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly.

• Strong problem solving and critical thinking skills; comfort with ambiguity

• Ability to adapt to new tasks and responsibilities as needed. 

• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 

• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.

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.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This role is for an existing vacancy within the organization.