Senior Support Specialist, Safety

Provides frontline support for complex and sensitive safety cases, including threats, violence, exploitation, and self-harm. The role requires at least four years of relevant customer service, emergency, mediation, or Trust and Safety experience, strong judgment, communication skills, and schedule flexibility.

About the job

Responsibilities

Manage complex safety cases end to end, providing high-quality support to Airbnb customers and community members.
Interact with customers through chat, social media, messaging, phone, Airbnb tools, and external tools.
Identify case type and severity, follow service guidelines, and escalate to other teams when appropriate.
Use sound judgment to resolve cases that require discretion or fall outside standard procedures.
De-escalate situations by interpreting user communications, behavior, and implicit concerns.
Collaborate with customer service and other internal teams on complex cases.
Explain and simplify complex information and answer difficult questions confidently.
Balance high case volumes with quality while handling more severe or complex matters.
Apply trauma-informed practices when handling sensitive cases.
Coach colleagues, support onboarding, participate in clinical case reviews, and share community insights and continuous-improvement opportunities.
Build trust with internal and external stakeholders and prepare case-handling improvement reports.

Requirements

At least 4 years of relevant experience in customer service, mediation, emergency services, Trust and Safety operations, or comparable call-center work.
Availability to work weekends, holidays, early mornings, and evenings, with changing schedules as business needs require.
Ability to work under pressure with sensitive, confidential, and potentially traumatic content.
Strong written and verbal communication, conflict-resolution, critical-thinking, risk-assessment, and problem-solving skills.
Ability to manage high workloads, multitask, prioritize, and work effectively with ambiguity.
Advanced computer skills, including Apple/Mac OS and Google Suite.
Fluency in English.
Ability to communicate complex ideas clearly to senior leadership and other stakeholders.
Flexibility and adaptability as responsibilities, priorities, and teams change.

Nice-to-haves

Hospitality experience, particularly with technology platforms.
Additional language skills.

Skills

Customer Service, Case Management, Conflict Resolution, Risk Assessment, Crisis Management, Trauma-Informed Care, Critical Thinking, Problem Solving, Apple Mac Os, Google Workspace, Social Media, Stakeholder Management