Related skills
customer service trust & safety conflict resolution case management live chat📋 Description
- Handle complex safety cases with high level of service
- Understand workflows; own and question when needed
- Recognize case type/severity; escalate appropriately
- Summarize user issues and escalate to leadership
- Interact with Airbnb customers via live chat, social, messaging, and phone
- Resolve issues quickly; provide fast support and efficiency
🎯 Requirements
- 3+ years in customer service, mediation, emergency services, or Trust & Safety in a contact center
- Hospitality experience a plus, especially for tech platforms
- Able to work weekends/holidays and evenings; schedule may vary
- Handle high-pressure situations with confidentiality
- Excellent interpersonal and written/spoken communication; conflict resolution
- Ownership mindset; ability to drive work in ambiguity
🎁 Benefits
- Inclusion and belonging initiatives
- Employee Travel Credits
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