Community Crisis Investigator

3 hours, 6 minutes ago
Full-time
Senior
Customer and Technical Support
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Assess incoming incidents and determine whether they meet the threshold for crisis response.
  • Drive case-management actions and keep responses progressing within required timelines.
  • Research precedent, consult stakeholders, and recommend solutions for novel cases.
  • Prepare concise case summaries, updates, next steps, and executive notification materials.
  • Proactively communicate case status to stakeholders and Global Crisis Management leadership.
  • Identify policy, product, and process gaps revealed by incidents and escalate actionable improvements.
  • Maintain accurate case records, trackers, documentation, analytics, and handoffs.
  • Review peer assessments, share case learnings, and contribute to a sustainable team culture.
  • Complete work within dedicated SLAs and escalate potential delays early.

Requirements

  • 6+ years of experience in customer support or frontline work handling escalated, sensitive cases.
  • Experience with crisis or survivor-facing work, such as crisis lines, victim advocacy, emergency response, or trust and safety.
  • Track record of collaborating with multifunctional leads in a matrixed organization.
  • Experience working cross-functionally in a fast-paced environment.
  • Strong organizational skills and attention to detail.
  • Strong written, verbal, communication, and interpersonal skills.
  • Ability to remain calm and focused in stressful situations.
  • Ability to work a flexible schedule, including nights and weekends as needed.
  • Must reside in an eligible Canadian province: Ontario, British Columbia, Quebec, Alberta, or Saskatchewan.

Benefits

  • Canada annual base pay range of $85,000–$100,000 CAD.
  • Potential eligibility for bonus, equity, benefits, and Employee Travel Credits.
  • Remote-eligible role in Canada, with occasional office or offsite attendance as agreed with the manager.
  • Reasonable accommodations available throughout the recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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