# Safety Specialist

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Unspecified
**Role:** Customer Support
**Experience:** 3+ years
**Skills:** Crisis Management, Mediation, Social Work, Psychology, Emergency Services, Conflict Resolution, Negotiation, Case Investigation, Trauma-Informed Care, Emergency Planning, Risk Monitoring, Microsoft Office
**Posted:** 2026-06-05

> Handles complex community safety cases, investigates incidents, supports survivors through trauma-informed communication, and makes policy-based resolutions. The role requires fluent Japanese and English, strong crisis-management and conflict-resolution skills, and at least one year of relevant experience.

## Job Description

## Responsibilities
- Investigate escalated cases involving trauma, personal harm, safety concerns, and brand risk.
- Identify threatening and harmful circumstances involving personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical or sexual assault, drug activity, sex work, and human trafficking.
- Provide empathetic, trauma-informed support to survivors and community members.
- Initiate user dispute requests for personal safety incidents and make policy-based determinations after verifying facts.
- Negotiate collaboratively to resolve cases effectively.
- Maintain strict confidentiality and document investigations through written reports and summaries.
- Educate hosts and guests on positive experiences, security, safety, and responsible platform use.
- Manage cases involving damages and monitor flagged or inappropriate content.
- Identify and report trends in online risk.
- Collaborate with Safety support teams and stakeholders to develop and enhance internal policies, processes, tools, and emergency plans.
- Establish rapport with community members, team members, and key stakeholders.
- Recognize case type and severity, de-escalate crises, and manage emotions in difficult situations.
- Track and deliver metrics-driven performance.
- Summarize incidents and keep stakeholders informed.

## Requirements
- At least 1 year of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role.
- Experience in advocacy, crisis management, mediation, clinical or non-clinical social work, or e-commerce customer service.
- Ability to plan, prioritize, and organize tasks and communications.
- Ability to learn and adapt to new technologies.
- Excellent written and spoken communication skills in Japanese and English.
- Strong interpersonal, time management, negotiation, and conflict resolution skills.
- Ability to collaborate with internal stakeholders and third-party providers.
- Calm, empathetic, emotionally intelligent, and able to work under pressure.
- Ability to make quick decisions while managing conflicting demands.
- University degree and/or 3+ years of relevant experience.

## Nice to Have
- Humanitarian work or experience supporting populations affected by trauma.

## Compensation and Benefits
- One-year, full-time position based in Japan.

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