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 was founded 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 1 billion guests in almost every country in the world. 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 who will address various security 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 selected candidate will have a strong understanding of how to properly identify threatening and harmful situations, will communicate with empathy, will demonstrate sound 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 in Canada. This position is a front-line role in a call center where there are direct interactions with customers. Selected candidates need excellent communication skills, problem-solving ability, and customer service expertise. They must be able to adapt and respond 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 take on responsibilities different from those outlined below. The ideal person is open to evolving their responsibilities based on company 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.
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 appropriately based on service scope and by engaging other teams as needed.
- Handle cases of a certain degree of severity or complexity under close supervision.
- Be able to recognize and assess threatening and risky behaviors.
- Demonstrate responsibility and sound judgment, as well as the ability to question work methodology and deviate from it as needed (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 subject or situation.
- Be able to assess and present multiple options for resolving an issue.
- Be called upon, with the help of management, to possibly interact with key stakeholders.
Balancing efficiency and quality:
- Demonstrated the ability to manage a larger volume of cases without compromising the quality of interaction and resolution.
Contributing to the improvement of the security service: leverage your 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 advice to less experienced team members.
Communication with stakeholders: begin to discover the network with other delivery teams and key functional partners.
- Demonstrate openness and accessibility when solving problems.
- Understand the key factors of your position and how they are interrelated.
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 center handling calls and customer contacts.
- Have experience in the hospitality field is an asset, particularly working on technology platforms.
- Be able to work on weekends and holidays, as well as early mornings and evenings. The schedule may change to meet company 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 excellent communication skills both in writing and verbally, including for conflict resolution.
- Be able to organize a high volume of work, multitask, and prioritize 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 properly assess risks, understand the degree of urgency, demonstrate sound 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 changing functions and tasks with openness and flexibility, as well as integrate into a new team.
Your location:
Due to the nature of this position, the selected 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 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 enables 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: [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 you to contact us only if you are a candidate whose disability prevents you from completing our online application.
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. 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