Safety Specialist

3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts

Hospitality experience is a plus, in particular working for technology platforms.

Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone

End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines

Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate

Takes on casework at a degree of severity/complexity under close supervision

Can be brought to engage more with senior stakeholders with help from management