Description

About Airbnb

Airbnb began in 2007 when two hosts welcomed three guests into their San Francisco home. Since then, it has grown to include over 5 million hosts who have welcomed more than 2 billion guest arrivals worldwide. Every day, Airbnb connects people through unique stays and experiences in almost every country, offering authentic ways for guests to engage with communities.

The Community You Will Join

Airbnb is a mission-driven company dedicated to fostering a world where anyone can belong anywhere. The company’s success hinges on a unified team committed to its core values. The Trust organization at Airbnb plays a critical role in protecting and guiding the platform’s community, with a steadfast commitment to safety and integrity.

Role Overview

The Service Delivery Operations team, part of the Trust Operations PIO (Platform Integrity Operations) organization, is responsible for reviewing reservations and users for risks that may affect the community or Airbnb’s platform. This role involves solving complex cases, gaining subject matter expertise, and supporting broader enablement efforts across the Trust team.

About You

You come from a risk, fraud prevention, or trust and safety background. You are a quality-driven individual who sets high standards for your work and others. You bring valuable insights for improving policies, tools, and workflows.

The Difference You Will Make

As an Operations Investigation Specialist, you will strive for mastery, question the status quo, and contribute to improving Airbnb's user experience and operational practices. You will rely on data analysis, logical reasoning, and effective communication to solve issues and implement better processes across teams.

A Typical Day Includes

• Strengthening risk management and fraud prevention capabilities
• Collaborating with global teams including legal and policy
• Gaining exposure to diverse cultures and work environments
• Proposing and implementing process improvements
• Enhancing data analysis and stakeholder engagement skills
• Acting as a Subject Matter Expert in workflows and operations

Your Expertise

• 2–4 years’ experience in risk management, trust and safety, or fraud prevention
• Strong written and verbal communication skills
• Analytical, critical thinking, and problem-solving abilities
• Experience supporting policy development and tool enhancement
• Data-driven decision-making to detect and prevent fraud
• Adaptability to a fast-paced, changing environment
• Familiarity with Google Workspace (Mail, Docs, Sheets, Slides)
• Fluency in a language other than English is a plus
• Experience collaborating cross-regionally as a Subject Matter Expert

Key Skills

Risk management, fraud prevention, critical thinking, problem solving, data analysis, stakeholder management, Google Workspace, trust and safety operations, subject matter expertise

Requirements

• 2–4 years of relevant experience
• Excellent communication and interpersonal skills
• Strong analytical and independent working capabilities
• Experience working with cross-functional teams
• Ability to detect and prevent risks using data
• Comfortable in a hybrid work setting with necessary tools and professionalism
• Familiarity with online/offline risk issues and escalation handling
• Fluency in English (and another language is a plus)

Hybrid Work Requirements

• Workspace: Must have a quiet, private, dedicated workspace free from interruptions
• Internet: Reliable speed of at least 10 Mbps during working hours
• Professionalism: Active, respectful, and engaged during virtual meetings, with video participation expected
• Confidentiality: Work must be done in private, secure environments to protect confidential information

Commitment to Inclusion & Belonging

Airbnb embraces diversity and inclusion, believing that it fuels innovation and better outcomes. All qualified individuals are encouraged to apply and be part of a culture that values creativity, engagement, and broad perspectives.