Support Specialist, Safety

The role

This person will manage complex safety cases including discrimination, personal safety threats, and domestic violence. They will interact with customers through various channels to provide support and resolve issues.

What you will do

• Interact with customers through livechat, social platforms, messaging, and phone
• End-to-end management of complex cases based on workflows and management guidelines
• Recognize case type and severity and escalate to other teams when appropriate
• Assess threatening and risky behaviors
• Handle a large volume of cases while maintaining quality
• Document ways of working and best practices
• Provide technical and functional support to less experienced team members

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 weekend days and public holidays, as well as early morning / evening shifts
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
• Very good interpersonal and communication skills, both written and spoken, including conflict resolution
• Ability to organize a high volume of work, multitask and prioritize
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in both English and Korea
• Ability to assess risk accurately and exercise good judgment
• Ability to adapt to new tasks and responsibilities

Nice to have

• Hospitality experience, in particular working for technology platforms

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.