Support Specialist, Safety
New
A
AirbnbTrust & Safety
This position is Canada - Remote Eligible. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan.Full-TimeMiddle
Salary63,000 CAD per year
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Job Details
- Languages
- Language proficiency in English; other languages are a plus.
- Experience
- 3+ years of relevant experience
- Required Skills
- Customer serviceGoogle Workspace
Requirements
- Have 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role in a contact center handling calls and customer or client contacts.
- Demonstrate strong interpersonal and written and spoken communication skills, including conflict resolution.
- Be able to assess risk and urgency accurately and exercise good judgment in risky situations.
- Be able to organize a high volume of work, multitask, prioritize, and follow prescribed schedules, including breaks, lunches, and training time.
- Have basic computer literacy, including Apple/Mac OS and Google Suite.
- Be able to work weekend days and public holidays, as well as early morning or evening shifts; schedules may change to meet business needs.
- Be able to work in a high-pressure environment involving sensitive, confidential, and potentially traumatic imagery, conversations, and other materials.
- Be receptive to feedback and able to quickly adopt behaviors that improve work quality.
- Be adaptable to changing tasks, responsibilities, priorities, and team assignments.
- English language proficiency is required; other languages are a plus.
- Hospitality experience, particularly with technology platforms, is a plus.
Responsibilities
- Interact with Airbnb customers and community members through live chat, social platforms, messaging, phone, and other channels.
- Manage complex cases end to end and resolve customer issues using workflows and management guidelines.
- Recognize case type and severity, assess threatening or risky behavior, and escalate cases accurately when appropriate.
- Exercise ownership and judgment, deviating from workflows only with management approval.
- Evaluate and present multiple options for addressing problems.
- Handle a larger volume of cases while maintaining interaction and resolution quality.
- Document ways of working, best practices, and service norms as requested by management.
- Provide functional or subject-matter expertise to less experienced team members.
- Engage with delivery teams and key functional partners to resolve issues.
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