Safety Specialist

New

Skills

Conflict resolution Customer Service Interpersonal Communication Messaging Trust & Safety

Join our team as a Safety Specialist where you will be handling complex safety cases with the highest level of service. This role involves recognizing case type/severity and escalating to other teams when necessary, following workflows with ownership mentality, and collaborating with management effectively. You will also be summarizing user issues and escalating to leadership, managing multiple user cases efficiently, and interacting with Airbnb customers through various channels. If you have 3+ years of experience in customer service, mediation, emergency services, Trust & Safety, and hospitality experience, this role is for you. Flexibility is key as you may need to work weekends, public holidays, and evenings. You'll be working in a high-pressure environment, handling sensitive confidential materials, and demonstrating excellent interpersonal and communication skills. An ownership mindset and commitment to inclusion and belonging are crucial for success in this role. Bonuses, incentives, and equity programs may be available along with employee travel credits and open compensation communications.

Key Responsibilities
  • Handle complex safety cases with the highest level of service
  • Recognize case type/severity and escalate to other teams when appropriate
  • Follow workflows with ownership mentality and question when needed in collaboration with management
  • Summarize user issues and escalate to leadership as needed
  • Manage multiple user cases efficiently, professionally, and organized
  • Interact with Airbnb customers through live chat, social platforms, messaging, and phone
Required Skills & Qualifications
  • 3+ years in customer service, mediation, emergency services, Trust & Safety in a contact center
  • Hospitality experience is a plus, especially for technology platforms
  • Ability to work weekends and public holidays, as well as evenings; schedule may change
  • Work in a high-pressure environment with sensitive confidential materials
  • Excellent interpersonal and written and spoken communication, including conflict resolution

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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