Senior Specialist, Safety

The Community You Will Join: 

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: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.  

The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment,  and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. 

This is a full time position based in Canada. The Senior Specialist, Safety is the frontline, contact center role interacting directly with the customers. Senior Specialist, Safety 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.       

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.         

The Difference You Will Make:

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.

Complex case management: Provide the highest level of service to our community in each and every case

• 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
• End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines 
• Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
• Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more, including those that do not even have a clear workflow 
• Operates with little support from your leadership on most casework tasks
• Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines” 
• Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence

Combining efficiency with quality: 

• Efficiently and to a high degree of quality balances consistently higher volumes of cases and cases with higher severity/complexity casework than lower levels (depending on service). 
• Familiar with concept of trauma, how it manifests in our users and understands best practices around reducing retraumatization; deploy that u