Specialist - Safety
New
A
AirbnbCustomer Support
Canada - Remote EligibleFull-TimeMiddle
Salary$63,000—$63,000 CAD
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Google Workspace
Requirements
- 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or contact center environments.
- Proficiency in English; additional languages are a plus.
- Ability to work weekend days, public holidays, and early morning/evening shifts.
- Experience with conflict resolution and risk assessment.
- Basic computer literacy, including Apple/Mac OS and Google Suite.
- Capacity to work in a high-pressure environment handling sensitive, confidential, and potentially traumatic materials.
- Ability to organize high volumes of work and multitask within prescribed schedules.
- Hospitality industry experience is a plus.
Responsibilities
- Interact with Airbnb customers through all channels, including livechat, social platforms, messaging, and phone.
- Perform end-to-end management of complex cases to resolve customer issues.
- Recognize case type and severity to resolve within scope or escalate accurately.
- Assess threatening and risky behaviors with good judgment.
- Document ways of working and best practices for service improvements.
- Provide technical or functional expertise to less experienced team members.
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