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Specialist, Safety

15 hours, 2 minutes ago
Canada
Full-time
Junior
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 73

Description

  • Provide frontline support to Airbnb customers and community members across live chat, social platforms, messaging, and phone channels.
  • Manage complex cases end to end using workflows and management guidelines to resolve customer issues.
  • Identify case severity, assess risk, and escalate cases to the appropriate teams when needed.
  • Recognize threatening or harmful behaviors and respond with sound judgment and care.
  • Handle complex casework under close supervision while maintaining service quality.
  • Adapt communication and approach based on multiple perspectives and evolving situations.
  • Document ways of working, best practices, and service norms as requested by management.
  • Share technical, functional, and subject matter expertise with less experienced team members.
  • Engage with other delivery teams and functional partners to support issue resolution and service improvement.
  • Maintain efficiency and productivity while handling a high volume of cases.

Requirements

  • 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact center role.
  • Experience making calls and handling customer or client contacts in a contact center environment.
  • Hospitality experience is a plus, especially with technology platforms.
  • Ability to work weekends, public holidays, early morning shifts, and evening shifts as business needs require.
  • Ability to work in a high-pressure environment with sensitive, confidential, and potentially traumatic material.
  • Strong written and spoken communication skills, including conflict resolution.
  • Ability to organize a high volume of work, multitask, and prioritize within prescribed schedules.
  • Basic computer literacy, including Apple/Mac OS and Google Suite.
  • English language proficiency required; additional languages are a plus.
  • Ability to assess risk, understand urgency, and share relevant information with stakeholders.
  • Flexibility to take on new tasks, responsibilities, and team changes as needed.
  • Must live in an eligible Canadian province, currently Alberta, Ontario, British Columbia, Quebec, or Saskatchewan.

Benefits

  • Annual base pay of CAD $63,000.
  • May be eligible for bonus compensation.
  • May be eligible for equity.
  • Benefits package included.
  • Employee Travel Credits may be available.
  • Remote-eligible role based in Canada.
  • Reasonable accommodation support is available for candidates with disabilities during the application process.

Interested in this position?

Apply directly on the company website

Apply Now

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