Spécialiste, Sécurité

Specialist, Premium Support

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join:  We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a CS Specialist, Premium Support. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. The Difference You Will Make: The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and French, problem-solving abilities, and customer service expertise. They should also be 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. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. A Typical Day:  The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. Complex case management: Provide the highest level of service to our community in each and every case * Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone * Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate * Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval * Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work  * Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem * Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention * Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution * Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb * Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances * Personalize communications to users, demonstrating the highest hospitality standards Participating in your team’s improvement:  Leverage your functional operational knowledge to proactively support the team success * Provide insights about community experience and continuous improvement opportunities to your Management * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. * Shares ideas to improve processes and ways of working * Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work. Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results * Displays flexibility, openness and approachability when resolving issues * Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics * You are on-call to handle emergency situations in the evenings & weekends Your Expertise: * 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts * Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.   * Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. * Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs. * Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders. * Active listening skills to understand guest needs and provide personalized recommendations and assistance. * Empathy and patience in dealing with customers, especially in high-pressure situations. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time. * Passion for delivering exceptional customer service and setting a high bar. * Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively. * Ability to adapt to new tasks and responsibilities as needed. * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. * Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools. * Language proficiency in English, written and spoken, other languages are a plus. Your Location: Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from. 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 creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. ____________________________________________________________________________________________________________________________________________________________ We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. This role is for an existing vacancy within the organization. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $58,000—$63,000 CAD

Specialist, Safety

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make: We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.   The successful candidate will 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 restore their status quo.  This is a full time position based in Canada - Remote. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be 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.        As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.         A Typical Day:  The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community  * 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 * Ability to recognize & assess threatening & risky behaviors * Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval * Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work  * Understands multiple perspectives on a topic or situation * Able to evaluate and present multiple options for addressing a problem * Can be brought to engage more with senior stakeholders with help from management Combining efficiency with quality:  * Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution Participating in the Safety Service improvement:  Leverage your functional operational knowledge to support the team succeed * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners * Displays openness and approachability when resolving issues * Understands key drivers of your role and how they relate to one another YOUR BACKGROUND & EXPERIENCE * 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, as well as early morning / evening shifts. Your schedule can change to meet business needs * Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials YOUR SKILLS & EXPERTISE * Very good interpersonal and communication skills, both written and spoken, including conflict resolution. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time * Basic computer literacy, including Apple/Mac OS and Google Suite * Language proficiency in English, other languages are a plus * Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders * Ability to adapt to new tasks and responsibilities as needed.  * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.  * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. Your Location:  This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from. 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 creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.  We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.                                                                                                                                                                                                                                                                                                           We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.  This role is newly created and does not replace or backfill an existing position.   How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $63,000—$63,000 CAD

Spécialiste sécurité email & DLP

Aylo

Fondée en 2004, nous sommes une entreprise technologique pionnière qui propose des jeux et du divertissement pour adultes de calibre mondial sur certaines des plateformes les plus sûres et les plus populaires qui existent actuellement en ligne. Soutenue par une équipe internationale d’innovateurs dynamiques et collaboratifs, sa mission consiste à permettre aux utilisateurs de vivre des expériences sûres et de renforcer ses communautés en célébrant la diversité, l’inclusion et l’expression – tout en maintenant des protocoles solides et dignes de confiance.  Nous offrons le meilleur des deux mondes! Les talents locaux peuvent s'épanouir dans notre bureau axé sur la collaboration avec la flexibilité d’un environnement de travail hybride, tandis que nos collègues à distance jouent un rôle essentiel au sein de notre culture dynamique. Nous disposons de bureaux à Montréal (Québec), Austin (Texas) et Nicosie (Chypre).  *Un certain nombre de postes nécessitent une présence au bureau à temps plein* Nous recherchons un professionnel de la sécurité expérimenté et motivé pour diriger notre programme de sécurité des e-mails et des outils de collaboration. Relevant du Responsable de la sécurité des infrastructures, ce poste de contributeur individuel de niveau senior est chargé de développer, mettre en œuvre et maintenir les standards de sécurité pour la prévention des pertes de données (DLP) et la gouvernance des e-mails. Vous devrez faire preuve d’autonomie, identifier les failles de sécurité, proposer des solutions et collaborer efficacement avec les différentes équipes — tout en bénéficiant du soutien de la direction et de vos collègues. Ce que vous ferez : • Développer des standards et des lignes directrices pour la sécurité des outils de messagerie et de collaboration. Gérer les politiques de sécurité associées aux solutions de sécurité des e-mails et DLP. • Gérer et maintenir les outils de sécurité des e-mails et DLP. • Travailler en étroite collaboration avec diverses équipes (SOC, Systèmes, Conformité, etc.) pour mettre en œuvre des mesures de sécurité et assurer l’application cohérente des politiques. • Maintenir une documentation complète sur la configuration, les politiques et les procédures de sécurité des e-mails et outils de collaboration. Fournir des rapports réguliers sur la posture de sécurité et les indicateurs clés de performance (KPIs). Ce dont vous aurez besoin pour réussir : Compétences essentielles : • Minimum 5 ans d’expérience professionnelle dans un poste dédié à la sécurité de l'information • Expérience avérée dans la gestion d’appliances de sécurité des e-mails dans un environnement à fort volume • Diplôme universitaire en sécurité de l’information, informatique ou équivalent • Connaissances approfondies des principes, protocoles et technologies liés à la sécurité des e-mails (ex : DKIM, DMARC, SPF) • Expérience pratique dans la configuration et la gestion d’appliances et d’outils de sécurité des e-mails de grands éditeurs (ex : Proofpoint, Abnormal, Sophos, Barracuda, Cisco) • Expérience concrète dans la configuration et la gestion de solutions DLP couvrant les e-mails, la messagerie instantanée, et le stockage/partage cloud • Maîtrise du scripting et de l’analyse de données via Python, BASH ou GoLang Atouts : • Certifications en sécurité : CISSP, CISM, CCSP, etc. En tant qu’employeur souscrivant au principe de l’égalité d’accès à l’emploi, notre entreprise célèbre la diversité et s’engage à créer un environnement inclusif pour tous ses employés. Ce poste peut vous exposer à du contenu pour adultes. Le masculin est utilisé dans le seul but d’alléger le texte.