Specialist, Safety
Handles complex, sensitive safety cases for Airbnb customers through multiple contact channels. The role requires at least three years of relevant contact-center or Trust & Safety experience, strong communication and risk-assessment skills, and flexibility for varied shifts.
About the job
Responsibilities
- Manage complex safety cases end to end, providing high-quality service to Airbnb customers and community members.
- Interact with customers through live chat, social platforms, messaging, phone, and other current or future channels.
- Identify case type and severity, follow workflows and management guidelines, and escalate appropriately.
- Assess threatening and risky behavior, determine urgency, and exercise sound judgment.
- Provide empathetic support in cases involving discrimination, personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical or sexual assault, drug activity, sex work, and human trafficking.
- Handle a high volume of cases without compromising interaction quality or resolution.
- Document ways of working, best practices, and service norms.
- Provide functional expertise and subject-matter support to less experienced team members.
- Engage with delivery teams and functional partners as needed.
- Remain flexible to changing team assignments, responsibilities, schedules, and business needs.
Requirements
- 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact-center role.
- Strong written and verbal communication skills, including conflict resolution.
- Ability to organize high-volume work, multitask, prioritize, and follow prescribed schedules.
- Basic computer literacy, including Apple/Mac OS and Google Suite.
- English proficiency; additional languages are a plus.
- Ability to accurately assess risk, understand urgency, and communicate pertinent information to stakeholders.
- Ability to work weekends, public holidays, and early morning or evening shifts as business needs require.
- Ability to work under pressure with sensitive, confidential, and potentially traumatic content.
- Adaptability, flexibility, resourcefulness, professionalism, and confidentiality.
Nice-to-haves
- Hospitality experience, especially with technology platforms.
- Experience supporting safety-related or sensitive customer cases.
Compensation
- Salary: CAD 63,000 annually.
Skills
Customer Service, Conflict Resolution, Case Management, Risk Assessment, Crisis Management, Trust & Safety, Google Workspace, Mac Os, Communication, Multitasking
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