Specialist, Safety

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.

Airbnb came to life in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed over one billion guests in almost every country across the globe. Every day, Hosts offer unique stays and experiences that allow guests to connect with communities in a more authentic way.

The difference you will make:

We are looking for a talented and experienced person to handle various safety-related concerns for our community, including but not limited to: discrimination, personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical and sexual assault, drug-related activities, sex work, and human trafficking.

The successful candidate will have a very strong understanding of how to correctly identify threatening and harmful situations, will communicate with empathy, will demonstrate discernment, will make decisions quickly, will aim to provide the best possible support to survivors, and will enable their recovery.

This is a full-time position located here: Canada. This position is a frontline role in a call center where there are direct interactions with customers. Successful candidates need excellent communication skills, problem-solving ability, and customer service expertise. They must be able to adapt and react in a dynamic, sometimes high-pressure environment, while remaining flexible, proactive, resourceful, efficient, highly professional, and respectful of confidentiality.

In this role, you must be flexible and willing to change teams within community support, or assume different responsibilities than those outlined below. The ideal person is open to the evolution of their functions based on business needs and will remain flexible to meet these needs.

A typical day:

The responsibilities listed below are not exhaustive. Given the dynamic nature of this work, the responsibilities stated below may change and additional tasks may be assigned as needed.

Managing complex cases: you have "mastered the essentials" of your role, which consists of providing the highest level of service to our community.

Interacting with Airbnb customers and community members using all current and future channels, whether through Airbnb tools or external tools, such as chat, social media, messaging, and phone.

Managing complex cases end-to-end with the aim of resolving customer issues by following the work methodology and guidelines.

Recognizing the type and severity of cases and handling them appropriately based on the scope of service and by involving other teams, if necessary.

Taking charge of cases of a certain degree of severity or complexity under close supervision.

Being able to recognize and assess threatening and risky behaviors.

Demonstrating accountability and discernment, as well as having the ability to question and deviate from the work methodology if needed (only with management approval).

Showing excellent openness to feedback from management, quality teams, and clinical staff, and quickly adopting behaviors to improve the quality of one's work.

Understanding multiple perspectives on a subject or situation.

Being able to evaluate and present several options to resolve a problem.

Being called upon, with the help of management, to possibly interact with key stakeholders.

Combining efficiency and quality:

Demonstrated ability to manage a higher volume of cases without compromising the quality of interaction and resolution.

Participation in improving the safety service: leveraging functional operational knowledge to support the team's success.

Helping to document work methods, best practices, and standards for one's service(s), as requested by management.

Providing technical or functional expertise and advice to less experienced team members.

Communication with stakeholders: starting to discover the network with other delivery teams and key functional partners.

Demonstrating openness and being approachable when resolving problems.

Understanding the key factors of one's role and how they are interrelated.

Your expertise:

Background and experience

Having more than three years of relevant experience in customer service, mediation, emergency services, Trust and Safety operations, or having held similar roles in a call center making calls and handling customer contacts.

Having experience in the hospitality field is an asset, particularly working on technology platforms.

Being able to work weekends and holidays, as well as early mornings and evenings. The schedule may change to meet business needs.

Being able to work in a high-pressure environment interacting with images, conversations, and other sensitive, confidential, and potentially traumatic content.

Skills and expertise

Having interpersonal skills and very good communication skills both written and oral, including conflict resolution.

Being able to organize a high volume of work, multitask, and prioritize while working in compliance with schedules, including breaks, meal breaks, and training time.

Having basic computer knowledge, including Apple/Mac OS and Google Suite.

Proficiency in English. Knowledge of other languages is an asset.

Being able to properly assess risks, understand the degree of urgency, demonstrate discernment in risky situations, and communicate the most relevant information to stakeholders.

Being able to adapt to new tasks and responsibilities as needed.

Showing a proactive attitude to take on new challenges and adapt to evolving priorities and environments.

Being able to adapt to evolving functions and tasks with openness and flexibility, as well as integrating into a new team.

Your location:

Due to the nature of this position, the successful candidate must be based in Canada to be able to perform their work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continually updated; please check with us if the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

Our commitment to inclusion and belonging:

Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.

We ask that you only contact us if you are a candidate whose disability prevents you from completing our online application.

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We use automated tools to help our recruitment team efficiently review a large number of applications. All final hiring decisions are made by a human being. This role is newly created and does not replace or fill 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

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.