Safety Specialist

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. 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: 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 be able to properly identify threatening and harmful circumstances, possess empathetic communication and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo.  The successful candidate will assist with escalated issues and initiate the user dispute request process for  personal safety incidents. Our specialists are responsible for the investigation of cases involving  trauma or personal harm or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. The candidate will maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports and summaries.  We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly.  Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools. Must have 1+ years of experience in a similar role. A Typical Day: * Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders * Recognize case type/severity while de-escalating crisis and managing other people’s emotions * Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied  * Working with Safety Lead to develop and enhance internal policies, processes and tools  * Ensure metrics driven performance    * Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices * Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support   * Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed  * Maintaining high levels of confidentiality while performing investigations  Your Expertise: * 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role * Background in advocacy, crisis management, mediation, clinical/non-clinical social work,  or e-commerce customer service * Ability to plan, prioritise and organise tasks and communications * Ability to learn and adapt to new technologies  * Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner  * Excellent time management, negotiation and conflict resolution skills  * Passion for innovation with a ‘work smarter’, solution and action oriented mindset  * Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner  * Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations * Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care  * Ability to work under pressure and quick decision making when faced with conflicting demands * Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus * University Degree and/or 3+ years relevant experience * Fluent Japanese and English (Spoken and Written) are essential * This is a one-year full time position based in Japan 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.   #ind

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 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 Singapore. 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 Expertise: 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. 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.

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 one-year full time position based in Korea. 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 Expertise: 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 both English and Korea * 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. 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.   #ind