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 individual 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 strong understanding of how to correctly identify threatening and harmful situations, communicate with empathy, exercise good judgment, make quick decisions, and focus on providing the best possible support to survivors to aid in their recovery.
This is a full-time position based here: Canada. This role is a frontline position in a call center environment involving direct interaction with customers. Successful candidates require excellent communication skills, problem-solving aptitude, 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.
As part of this role, you must be flexible and willing to change teams within Community Support, or take on responsibilities different from those outlined below. The ideal person is open to the evolution of 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 outlined below may change and additional tasks may be assigned as needed.
Complex Case Management: You have "mastered the basics" of your role, which consists of providing the highest level of service to our community.
- Interact with Airbnb customers and community members using all current and future channels, whether through Airbnb tools or external tools, including chat, social media, messaging, and phone.
- Manage complex cases from 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 appropriately based on the scope of service and by escalating to other teams when necessary.
- Take ownership of cases of a certain degree of severity or complexity under close supervision.
- Be able to recognize and assess threatening and risky behaviors.
- Demonstrate accountability and judgment, as well as the ability to challenge 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 behaviors to improve the quality of your work.
- Understand multiple perspectives on a topic or situation.
- Be able to evaluate and present multiple options to resolve an issue.
- Be called upon, with the help of management, to potentially interact with key stakeholders.
Balancing efficiency and quality:
- Demonstrated ability to manage a higher volume of cases without compromising the quality of interaction and resolution.
Contributing to the improvement of the safety department: leveraging your functional operational knowledge to support team success.
- Help document work methods, best practices, and standards for your department(s), as requested by management.
- Provide technical or functional expertise and guidance to less experienced team members.
Communication with stakeholders: starting to discover the network with other delivery teams and key functional partners.
- Demonstrate openness and be approachable when resolving problems.
- Understand the key drivers of your role and how they are interrelated.
Your expertise:
Background and experience
- Have over three years of relevant experience in customer service, mediation, emergency services, Trust and Safety operations, or have held similar roles in a call center handling calls and 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. The schedule 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 traumatic content.
Skills and expertise
- Have interpersonal skills and very strong written and verbal communication skills, including conflict resolution.
- Be able to organize a high volume of work, multitask, and set priorities while working in compliance with schedules, including breaks, meal breaks, and training time.
- Have basic computer knowledge, including Apple/Mac OS and Google Suite.
- Fluency in English. Knowledge of other languages is an asset.
- Be able to properly assess risks, understand the level of urgency, exercise judgment in risky situations, and communicate the most relevant information to stakeholders.
- Be able to adapt to new tasks and responsibilities as needed.
- Demonstrate a proactive attitude to take on new challenges and adapt to changing priorities and environments.
- Be able to adapt to evolving functions and tasks with openness and flexibility, as well as integrate into a new team.
Your location:
Due to the nature of this role, the successful candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces in which 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 require 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 necessary 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 efficiently review a large number of applications. 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 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