Safety Specialist at Airbnb

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.&nbsp;&nbsp;</p> <p>The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment,&nbsp; and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo.&nbsp;</p> <p>This is a one-year full time position based in Korea. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p> <p>As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.&nbsp; &nbsp; &nbsp; &nbsp;</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day: </strong></span></p> <p>The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.</p> <p><strong>Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community&nbsp;</strong></p> <ul> <li>Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone</li> <li>End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows &amp; management guidelines&nbsp;</li> <li>Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate</li> <li>Takes on casework at a degree of severity/complexity under close supervision</li> <li>Ability to recognize &amp; assess threatening &amp; risky behaviors</li> <li>Demonstrate ownership mentality &amp; good judgment as well as skill to question and deviate from the workflow when needed only through management approval</li> <li>Be highly receptive to feedback from management, Quality &amp; clinical staff teams and quickly adopt behaviors to improve the quality of your work&nbsp;</li> <li>Understands multiple perspectives on a topic or situation</li> <li>Able to evaluate and present multiple options for addressing a problem</li> <li>Can be brought to engage more with senior stakeholders with help from management</li> </ul> <p><br><strong>Combining efficiency with quality:&nbsp;</strong></p> <ul> <li>Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction &amp; the resolution</li> </ul> <p><br><strong>Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed</strong></p> <ul> <li>Help document ways of working, best practices, and the norms for your service(s) as requested by management</li> <li>Provides technical/functional/SME to less experienced members of the team.</li> </ul> <p><br><strong>Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners</strong></p> <ul> <li>Displays openness and approachability when resolving issues</li> <li>Understands key drivers of your role and how they relate to one another</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>Your Expertise:</strong></span></p> <h4>Your background &amp; experience</h4> <ul> <li>3+ years of relevant experience in customer service, mediation, emergency services, Trust &amp; Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts</li> <li>Hospitality experience is a plus, in particular working for technology platforms.</li> <li>Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs</li> <li>Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials</li> </ul> <h4>Your skills &amp; expertise</h4> <ul> <li>Very good interpersonal and communication skills, both written and spoken, including conflict resolution.</li> <li>Ability to organize a high volume of work, multitask &amp; prioritize, and to work within prescribed schedules including breaks, lunches, and training time</li> <li>Basic computer literacy, including Apple/Mac OS and Google Suite</li> <li>Language proficiency in both English and Korea</li> <li>Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders</li> <li>Ability to adapt to new tasks and responsibilities as needed.&nbsp;</li> <li>Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.&nbsp;</li> <li>Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>Our Commitment To Inclusion &amp; Belonging:</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;">Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.</span></p> <p>&nbsp;</p> <p>#ind</p>