Safety Specialist

1 hour, 29 minutes ago
Full-time
Mid Level
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

  • Handle complex safety cases with the appropriate level of service and escalate to other teams when needed.
  • Develop a deep understanding of complex workflows and apply them while maintaining ownership of case outcomes.
  • Summarize user issues clearly and escalate significant concerns to leadership when appropriate.
  • Manage multiple user cases simultaneously while staying efficient, professional, and organized.
  • Interact with customers and community members across live chat, social platforms, messaging, and phone.
  • Resolve customer issues quickly and support operational efficiency.
  • Adapt to schedule changes and business needs, including evenings, weekends, and public holidays.
  • Share best practices and knowledge with teammates to support global service quality.
  • Participate in roundtable discussions for upcoming changes and launches.
  • Provide feedback, updates, and insights to senior stakeholders to improve service quality.

Requirements

  • 4+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact center role handling customer/client contacts.
  • Graduation from an AICTE-recognized university is required.
  • Hospitality experience, especially with technology platforms, is a plus.
  • Ability to work weekend days, public holidays, and evening shifts, with schedule changes based on business needs.
  • Ability to work in a high-pressure environment involving sensitive, confidential, and potentially traumatic content.
  • Excellent written and spoken interpersonal communication skills, including conflict resolution.
  • Ownership mentality and a business mindset with the ability to drive work forward in ambiguous situations.
  • Ability to manage time, prioritize tasks, and work within prescribed schedules including breaks, lunches, and training time.
  • Strong English language proficiency.
  • Ability to understand and execute policies and procedures and maintain confidentiality during investigations.

Interested in this position?

Apply directly on the company website

Apply Now

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