Specialist, Safety

3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment. 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 & prioritize. Basic computer literacy, including Apple/Mac OS and Google Suite. Able to assess risk accurately, understand level of urgency, exercise good judgment. Ability to adapt to new tasks and responsibilities as needed. Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.

Interact with Airbnb customers and community members through all current and future channels. End-to-end management of complex cases. Recognize case type/severity and escalate accurately. Assess threatening & risky behaviors. Demonstrate ownership mentality & good judgment. Help document ways of working and best practices. Provide technical/functional/SME support to less experienced team members.