Safety Specialist
Safety Specialist
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Job Description
The Community You Will Join:
We together take care of all the safety concerns of our users few things to keep in mind while being part of safety
Handle cases with complexities with the highest level of service
Recognize case type/severity and work cases correctly according to your services scope escalating accurately to other teams when appropriate
Develop a deep understanding of complex workflows and follow them while still retaining the ownership mentality and skill to question and deviate from the workflow when needed in collaboration with your management team.
Understand how to summarize user issues and escalate to leadership as needed
- Manage multiple user cases at the same time while remaining efficient professional and organized
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 phone.
Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
Adapt to your schedule & its potential modifications based on business needs
- Manage multiple user cases at the same time while remaining efficient professional and organized
- Be a team player & support operational success as directed by your Management
- Demonstrate and share best practices with teammates to drive success at the global service level
- Participate in roundtable discussions for upcoming changes and launches
- Be a team player & support operational success as directed by your Management
The Difference You Will Make:
- You will look after a variety of Safety concerns for our community including but not limited to: Personal Safety Threats Domestic Violence Suicide or Self Harm Child Exploitation Physical and Sexual Misconduct activity Sex Work Human Trafficking and Abuse of vulnerable population.
- Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances empathetic communication use of good judgment and quick decision making with the goal of providing the best support possible for the Survivors and restoring their status quo.
- Adaptable and responsive in our fast paced environment sometimes under pressure while remaining flexible proactive resourceful efficient and demonstrating a high level of professionalism and confidentiality.
A Typical Day:
- Operational Excellence Competencies
- Shows constant improvements in the quality of work with limited supervision
- Shares regular feedback from the community with the senior stakeholders to improve the quality of our services
- Shares knowledge with less experienced team members
- Shows willingness to take on new projects/assignments
- Communication Competencies
- Understands the importance of visual aids in a successful presentation and knows how to incorporate them effectively for impact
- Understands when written messages are appropriate and when to choose other forms of communication
- Shares knowledge with less experienced team members Uses effective cross cultural communication
- Analytical Competencies
- Develops a nuanced perspective based on facts and data
- Plans proactively for short to medium term goals
- Provides consistent feedback updates and measurements on the progress and achievement of individual goals
- Understands how the key drivers of the team relate to each other and how their decision making process impacts the functions key objectives
- Self & Interpersonal Competencies
- Shows awareness of individuals strengths blind spots and areas of development
- Perseveres to find the goals deeper Why behind policies processes and workflows
- Keeps team objectives community above individual aspirations
- Embraces challenges that require new skills and knowledge
- Recognizes conflicts and seeks support to resolve difficult situations
- Pushes oneself towards the best possible outcomes for the Airbnb community
- Maintains composure in crisis situations
Your Expertise:
- 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.
- Ability to work weekend days and public holidays required as well as evening shifts. Your schedule can change to meet business needs
- Ability to work in a highpressure environment interacting with sensitive confidential and potentially traumatic imagery conversations and other materials.
- Excellent interpersonal and communication skills both written and spoken including conflict resolution.
- Ownership mentality and business mindset with ability to drive work forward even in ambiguous situations
- Ability to manage your own time plan prioritize and organize tasks and to work within prescribed schedules including breaks lunches and training time.
- Ability to understand and execute policies & procedures.
- Ability to maintain confidentiality during investigation.
- Is able to demonstrate an understanding of how to handle sensitive situations related to personal safety including assessing the level of risk of the situation.
- Ideally has experience dealing with stakeholders in different functions and is able to communicate clearly in writing about cases for larger audiences.
- Workspace: A dedicated quiet and private workspace free from interruptions and external noise
- Internet Connectivity: During the working hours maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for workrelated tasks including calls and virtual meetings
- Professionalism:Employees must remain fully engaged respectful and maintain a professional presence during virtual meetings with video participation required unless otherwise approved.
- Confidentiality & Security:Employees are responsible for protecting Airbnbs Intellectual Property and Confidential Information. Workrelated activities including calls and meetings must not be conducted in public places while traveling or in any setting that may compromise confidentiality or work quality.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement and allow us to attract creativelyled people and to develop the best products services and solutions. All qualified individuals are encouraged to apply.
Required Experience:
Unclear Seniority
Employment Type
Full Time
