Description

About Airbnb

Airbnb began in 2007 with two hosts welcoming guests into their San Francisco home. Today, the platform supports over 5 million hosts and has welcomed over 2 billion guest arrivals globally. Airbnb focuses on enabling people to connect authentically with communities through unique stays and experiences.

The Community You Will Join

As a Safety Specialist, you’ll be a core member of Airbnb's Trust & Safety team, responsible for managing complex, sensitive, and sometimes traumatic safety issues impacting guests, hosts, and the community at large.

The Difference You Will Make

• Handle a broad spectrum of user safety concerns, including personal threats, domestic violence, self-harm, sexual misconduct, child exploitation, drug activity, and more.
• Use sound judgment and empathy in assessing and resolving safety-related reports.
• Work efficiently under pressure while demonstrating discretion and confidentiality.
• Foster a safe and respectful experience for all Airbnb users.

A Typical Day

User Case Management

• Manage multiple user safety cases across channels like live chat, phone, messaging, and social platforms.
• Work within established workflows but retain flexibility and ownership mindset to question or improve them.
• Escalate high-risk or complex cases as appropriate and maintain accurate summaries.

Team Contribution

• Share best practices with peers and contribute to process improvements.
• Participate in team discussions, feedback loops, and new project rollouts.
• Provide support to less experienced colleagues.

Key Competencies

• Operational: Maintain high quality with minimal supervision and contribute ideas for service improvement.
• Communication: Use culturally sensitive, clear communication; know when to escalate or switch formats (e.g., from written to spoken).
• Analytical: Use facts and data to inform decision-making; plan short- and medium-term goals effectively.
• Self-Awareness: Embrace growth, seek feedback, remain composed during crises, and pursue team-aligned objectives.

Key Skills

Safety Case Handling, Crisis Communication, Conflict Resolution, Trust & Safety, Confidentiality, Customer Empathy, High-Pressure Decision Making, Risk Assessment, Mediation, CRM Tools, Stakeholder Communication, Trauma-Informed Support

Your Expertise

Must-Have

• 3+ years in customer service, emergency services, mediation, Trust & Safety, or similar roles.
• Strong verbal and written communication and conflict resolution skills.
• Able to handle sensitive topics and high-pressure environments.
• Flexible to work weekends, holidays, and rotating shifts.
• Proven ability to manage confidential information and respond empathetically.
• Comfort with contact center tools and CRM systems.

Nice-to-Have

• Experience in hospitality, especially with technology platforms.
• Experience handling traumatic or high-risk cases.
• Prior work with cross-functional stakeholders or executive-level communication.

Hybrid Work Expectations

• Workspace: Quiet, private, and distraction-free.
• Connectivity: Stable internet (minimum 10 Mbps).
• Professionalism: Active participation in video meetings unless exempted.
• Confidentiality: Calls and meetings must not be held in public or insecure locations.