# Senior Support Specialist, Safety

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Unspecified
**Role:** Customer Support
**Experience:** 4+ years
**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
**Posted:** 2026-09-08

> 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.

## Job Description

## 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.

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