Safety Specialist

1 hour, 25 minutes ago
Junior
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

  • Investigate escalated personal safety and brand risk cases, including incidents involving trauma or personal harm.
  • Initiate user dispute request processes for personal safety incidents.
  • Assess case type and severity and de-escalate crisis situations with empathetic communication.
  • Verify facts, apply policy-based judgment, and reach effective resolution decisions.
  • Document investigations through written reports, summaries, and clear case notes.
  • Maintain high levels of confidentiality while handling sensitive cases.
  • Manage cases related to damages, flagged content, and online risk trends.
  • Collaborate with Safety support teams to develop and improve internal policies, processes, and tools.
  • Educate hosts and guests on safety, security, and responsible platform use.
  • Work with internal stakeholders and third parties to resolve conflicts in a timely manner.

Requirements

  • 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role.
  • 1+ years of experience in a comparable role supporting safety, advocacy, crisis management, or customer service.
  • Background in advocacy, crisis management, mediation, clinical or non-clinical social work, or e-commerce customer service.
  • University degree and/or 3+ years of relevant experience.
  • Fluent Japanese and English, both spoken and written, are essential.
  • Strong interpersonal and communication skills in both email and phone interactions.
  • Excellent time management, negotiation, conflict resolution, planning, prioritization, and organization skills.
  • Ability to learn and adapt to new technologies.
  • Ability to work under pressure and make quick decisions in conflicting situations.
  • Humanitarian work experience or experience supporting populations affected by trauma is a bonus.

Interested in this position?

Apply directly on the company website

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