Safety Appeals Associate

📋 Description

• Manage safety-related cases with sensitivity.
• Interact with Airbnb customers via live chat, social, messaging, and phone.
• End-to-end handling of complex cases per workflows and guidelines.
• Assess case severity and escalate to other teams when appropriate.
• Demonstrate ownership and sound judgment; adapt workflows with approval.
• Engage with senior stakeholders as needed.

🎯 Requirements

• 3+ years in customer service, mediation, or safety ops.
• Hospitality experience is a plus.
• Work weekends and evenings; flexible schedule.
• Handle confidential, potentially traumatic content under pressure.
• Strong written/spoken English; conflict resolution skills.
• Mac OS and Google Suite proficiency.

🎁 Benefits

• Bonus and equity opportunities.
• Benefits package.
• Employee Travel Credits.
• Remote eligible with provincial eligibility.
• Inclusive culture and onboarding.