Handle safety cases with high service standards
Own tasks, follow workflows, and escalate when needed
Identify case type/severity; escalate to appropriate teams
Summarize user issues and escalate to leadership as needed
Interact with Airbnb customers and community members through channels (live chat, social, messaging, and phone)
Resolve issues quickly to support operations

🎯 Requirements

3+ years in customer service, mediation, emergency services, or safety ops
Hospitality experience a plus; tech platform experience helpful
Ability to work weekends/holidays and evenings; schedule may change
Work under pressure with sensitive, confidential materials
Excellent interpersonal and communication skills; conflict resolution
Ownership mindset; drive work forward in ambiguous situations

🎁 Benefits

Commitment to inclusion and belonging
All qualified individuals are encouraged to apply

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