Airbnb
Support Specialist, Safety
Canada. Posted 11 months ago
The role
You will manage complex safety cases including discrimination, personal safety threats, and domestic violence. This is a frontline contact center role interacting directly with customers through various channels.
What you will do
- Interact with customers through livechat, social platforms, messaging, and phone
- Manage complex cases end-to-end to resolve issues based on workflows
- Recognize case type and severity and escalate to other teams when appropriate
- Assess threatening and risky behaviors
- Document ways of working and best practices
- Provide technical and functional support to less experienced team members
- Handle a high volume of cases while maintaining quality
Required qualifications
- 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact center role
- Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and materials
- Very good interpersonal and communication skills, including conflict resolution
- Ability to organize a high volume of work, multitask and prioritize
- Basic computer literacy, including Apple/Mac OS and Google Suite
- English language proficiency
- Ability to assess risk accurately and exercise good judgment
- Ability to adapt to new tasks and changing priorities
- Ability to work weekend days, public holidays, and early morning or evening shifts
Nice to have
- Hospitality experience, in particular working for technology platforms
- Other languages
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Before you apply
- Must live in a province where Airbnb Canada, Inc. has a registered entity (Alberta, Ontario, British Columbia, Quebec, or Saskatchewan)
- Reasonable accommodations are available for applicants with disabilities
About the company
Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.