Safety Specialist

📋 Description

• Handle complex safety cases with the highest level of service
• Recognize case type/severity and escalate to other teams when appropriate
• Follow workflows with ownership mentality and question when needed in collaboration with management
• Summarize user issues and escalate to leadership as needed
• Manage multiple user cases efficiently, professionally and organized
• Interact with Airbnb customers through live chat, social platforms, messaging, and phone

🎯 Requirements

• 3+ years in customer service, mediation, emergency services, Trust & Safety in a contact center
• Hospitality experience is a plus, especially for technology platforms
• Ability to work weekends and public holidays, as well as evenings; schedule may change
• Work in a high‑pressure environment with sensitive confidential materials
• Excellent interpersonal and written and spoken communication, including conflict resolution
• Ownership mindset and ability to drive work forward in ambiguity

🎁 Benefits

• Commitment to inclusion and belonging
• Bonuses incentives and equity programs may be available
• Employee travel credits
• Pay transparency and open compensation communications