Specialist - Safety
This position is Canada - Remote Eligible. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan., Ability to work weekend days and public holidays, as well as early morning / evening shifts.Full-TimeMiddle
Salary63,000 CAD per year
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Customer supportGoogle Workspace
Requirements
- 3+ years of relevant experience in customer service, mediation, emergency services, or Trust & Safety.
- Ability to work in a high-pressure environment with potentially traumatic imagery/conversations.
- Strong interpersonal, communication, and conflict resolution skills.
- Ability to work weekends, public holidays, and early morning/evening shifts.
- Basic computer literacy (Apple/Mac OS, Google Suite).
- Proficiency in English.
- Ability to multitask, prioritize, and work within prescribed schedules.
- Capacity to adapt to evolving roles and business needs.
Responsibilities
- Interact with Airbnb customers through livechat, social platforms, messaging, and phone.
- Manage end-to-end complex safety cases based on established workflows.
- Recognize case severity and escalate to other teams when appropriate.
- Assess threatening and risky behaviors with good judgment.
- Document ways of working and best practices for safety services.
- Participate in safety service improvement and provide SME support to team members.
- Collaborate with senior stakeholders and cross-functional teams.
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