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: Community crisis investigators form Airbnb's first line of response to the most serious incidents affecting our community: threats of violence, safety escalations, and events that expose travelers, hosts, or the company to significant risk. In this role, you will connect an incident with the people and resources able to resolve it, then ensure that all approved measures are fully carried out, so that harm to our community stops as quickly as possible.
The difference you will make: As a community crisis investigator, you will manage your own caseload and lead day-to-day response, with a defined validation point for decisions that set a precedent or carry public exposure. You assess incidents and share with the team what you have learned.
A typical day:
Crisis case handling
- Assess incoming incidents and recommend whether a case meets the threshold for activating the crisis protocol, writing summaries that are concise yet complete enough for the decision-maker to act without asking for clarification.
- Define and manage the case management measures needed for stakeholders to respond effectively, in line with the incident timeline.
- Research precedents and consult stakeholders when a case does not match an established pattern, and present the recommended option with its reasoning rather than an open question.
- Prepare concise overviews and next steps for urgent, monitored, or activated cases, and report team updates or administrative points at regional meetings.
Communication and stakeholder management
- Draft communications on crisis cases for senior stakeholders, and provide the case details and assessment on which briefing notes for leadership are based.
- Keep stakeholders and the Global Crisis Management (GCM) leadership proactively informed of case status, before they even ask.
- Maintain daily communication with your assigned cross-functional partners: keep regular contact, arrive prepared at meetings with a set agenda, and share with the global GCM team what you are learning.
Systemic improvement
- Report cases where a policy, product, or process failed a community member, with enough precision for the responsible team to act. The goal is to close the gap that allowed the incident, not only to resolve the incident.
- Maintain the accuracy of the case management tool for your own cases, and report data issues or processing delays you notice, so that the team's view of global workload remains reliable.
Contributing to the team
- Review colleagues' assessments before submission as a second set of eyes, checking for errors, missing stakeholders, and recommendations that would benefit from being added.
- Share with the team what you learn from your cases and stakeholder relationships.
- Contribute to team culture and to a work environment where people can carry out this work sustainably.
Operational rigor
- Maintain case documentation and tracking tools to a standard that enables accurate analysis and smooth case handovers, within a region and between regions.
- Meet established service level agreements (SLAs) and flag early any case at risk of exceeding its deadline, rather than after the fact.
Your expertise:
- 6+ years of experience in customer support or frontline roles, handling sensitive escalated cases, including work in crisis or with survivors, for example in a crisis hotline, victim advocacy, emergency response, or trust and safety.
- Proven experience collaborating with cross-functional leaders within a matrix organization.
- Experience working cross-functionally in a fast-paced environment.
- Strong organizational skills and great attention to detail.
- Excellent communication and interpersonal skills.
- Ability to stay focused and calm in stressful situations.
- Ability to work a flexible schedule, including evenings and weekends as needed.
We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human.
This role corresponds to a vacant position 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
$85,000—$100,000 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.