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Safety Specialist

1 day, 3 hours ago
India
Full-time
Mid Level
Customer Support
Customer and Technical Support
Apply Now
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
View All Jobs 141

Description

  • Handle complex safety-related cases with a high level of service and professionalism.
  • Assess case type and severity, follow the correct workflows, and escalate issues to other teams when appropriate.
  • Summarize user issues clearly and escalate cases to leadership when needed.
  • Manage multiple user cases at once while staying efficient, organized, and responsive.
  • Interact with Airbnb customers and community members across live chat, social platforms, messaging, phone, and other current and future channels.
  • Resolve customer issues in a timely manner and support fast, efficient operations.
  • Adapt to schedule changes based on business needs, including weekends, public holidays, and evening shifts.
  • Collaborate with management and teammates to support operational success and share best practices.
  • Participate in roundtable discussions for upcoming changes and launches.
  • Provide feedback, updates, and knowledge-sharing to improve service quality and team performance.

Requirements

  • 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact center role handling customer/client contacts.
  • Experience in hospitality, especially with technology platforms, is a plus.
  • Ability to work weekend days, public holidays, and evening shifts, with a schedule that may change based on business needs.
  • Ability to work in a high-pressure environment with sensitive, confidential, and potentially traumatic imagery, conversations, and materials.
  • Excellent written and spoken communication skills, including conflict resolution.
  • Ownership mentality and business mindset, with the ability to move work forward in ambiguous situations.
  • Strong time management, prioritization, and organizational skills within prescribed schedules, including breaks, lunches, and training time.
  • Ability to understand and execute policies and procedures.
  • Ability to maintain confidentiality during investigations.
  • Ability to assess and handle sensitive personal safety situations, including evaluating risk levels.
  • Experience working with stakeholders across different functions and communicating clearly in writing about cases for broader audiences is preferred.

Benefits

  • Annual base pay range of ₹880,000 to ₹1,020,000 INR.
  • Eligibility for bonus or incentives.
  • Eligibility for one or more equity programs.
  • Access to benefits.
  • Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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