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 a vu le jour en 2007 lorsque deux Hôtes ont accueilli trois invités dans leur maison de San Francisco. Depuis, la plateforme compte plus de 4 millions d'Hôtes, qui ont accueilli plus d'un milliard d'invités dans presque tous les pays du monde. Chaque jour, les Hôtes proposent des séjours et des expériences uniques qui permettent aux invités de se connecter aux communautés de manière plus authentique.
The difference you will make:
We are looking for a talented and experienced person who will handle a variety of safety concerns for our community, including but not limited to: discrimination, threats to personal safety, 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 strong understanding of how to properly identify threatening and harmful situations, will communicate with empathy, will demonstrate good judgment, 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 centre with direct interaction 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 environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient, highly professional, and respectful of confidentiality.
In this role, you must be flexible and willing to move to another team within community support, or take on responsibilities different from those listed below. The ideal person is open to changes in their duties based on business needs and will remain flexible to meet those needs.
A typical day:
The responsibilities listed below are not exhaustive. Given the dynamic nature of this work, the responsibilities listed below may change and additional tasks may be assigned as needed.
Managing complex cases: you have "mastered the essentials" of your role, which is to provide the highest level of service to our community.
- Interact with Airbnb customers and community members using all current and future channels, whether Airbnb tools or external tools, including chat, social media, messaging, and phone.
- Manage complex cases end to end with the goal of resolving customer issues by following work methodology and guidelines.
- Recognize the type and severity of cases and handle them well within the scope of the service, involving other teams where necessary.
- Take on cases of a certain level of severity or complexity under close supervision.
- Be able to recognize and assess threatening and risky behaviour.
- Demonstrate accountability and good judgment, and have the ability to question work methodology and deviate from it when necessary (only with management approval).
- Show excellent openness to feedback from management, quality teams, and clinical staff, and quickly adopt behaviours that improve the quality of your work.
- Understand multiple perspectives on a topic or situation.
- Be able to evaluate and present multiple options for resolving a problem.
- Be called upon, with management support, to possibly interact with key stakeholders.
Balancing efficiency and quality:
- Has demonstrated the ability to manage a greater number of cases without compromising the quality of interaction and resolution.
Contributing to the improvement of the safety service: leverage functional operational knowledge to support team success.
- Help document work methods, best practices, and standards for your service(s), as requested by management.
- Provide technical or functional expertise and guidance to less experienced team members.
Stakeholder communication: begin building your network with other delivery teams and key functional partners.
- Demonstrate openness and be accessible when solving problems.
- Understand the key factors of your role and how they are interconnected.
Your expertise:
Background and experience
- Have more than three years of relevant experience in customer service, mediation, emergency services, Trust and Safety operations, or have held similar roles in a call centre making calls and handling customer contacts.
- Experience in the hospitality industry is an asset, particularly working on technology platforms.
- Be able to work weekends and holidays, as well as early mornings and evenings. Schedules may change to meet business needs.
- Be able to work in a high-pressure environment while interacting with images, conversations, and other sensitive, confidential, and potentially traumatising content.
Skills and expertise
- Have good interpersonal skills and very strong written and verbal communication skills, including for resolving conflicts.
- Be able to manage a high workload, multitask, and set priorities while working within schedules, including breaks, meal breaks, and training time.
- Have basic computer knowledge, including Apple/Mac OS and Google Suite.
- Be fluent in English. Knowledge of other languages is an asset.
- Be able to assess risks well, understand the level of urgency, demonstrate good judgment in risky situations, and communicate the most relevant information to stakeholders.
- Be able to adapt to new tasks and responsibilities as needed.
- Show a proactive attitude in taking on new challenges and adapting to changing priorities and environments.
- Be able to adapt to evolving duties and tasks with openness and flexibility, and integrate into a new team.
Your location:
Due to the nature of this role, the successful candidate must be based in Canada in order to perform the job. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated, so please check with us whether 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 broadest 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 offer 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: [email protected]. 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 contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruiting team review a large number of applications efficiently. All final hiring decisions are made by a human. 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 depends on 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 Careers 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 against these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.