Safety Specialist

2 weeks ago

Singapore Airbnb Full time

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.


The Community You Will Join:

No global movement springs from individuals. It takes an entire team united behind something big. On the Safety team at Airbnb, we're proud to be at the forefront of the sharing economy.

We recognize that we are the leaders of a new, worldwide phenomenon, and it's why we've worked so hard to build the trust at its foundation.

With 100 million lifetime guests, and 2 million listings in over 190 countries, trust is what makes it work.

Together, we work hard, we laugh a lot, and we are passionate about working to create the most trusted community in the world.

We are looking for enthusiastic, dedicated crisis management investigators who will be able to help our hosts and guests when they need us the most.


The Difference You Will Make:


Our global crisis management teams are responsible for empathetic and effective resolution of personal safety incidents on the Airbnb platform.

We are looking for a talented, experienced, and dispute resolution oriented person, who treats clients fairly and equitably, and who is able to effectively balance compassionate support with investigative prowess.

The right person must have a passion for innovation and have years of applicable experience, preferably in claims and dispute resolution, ecommerce, conflict resolution, fraud or risk investigations, and/or crisis management.

Airbnb is more than a platform, we are a community. When bad things happen we are there for them.

The core function of the Safety team is to support our community in a timely and meaningful way, whenever their safety is under threat of any kind.


A Typical Day:


We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly.

Amongst other responsibilities, you'll also be responsible for monitoring flagged and inappropriate content, and identify and report trends in online risk.

You will work with Safety support teams to develop and enhance internal policies and tools.

Your Expertise:

  • 1+ years of experience in customer service, mediation, emergency services or a similar role.
  • Background in advocacy, crisis management, mediation or ecommerce customer service experience or, background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues.
  • Excellent time management, negotiation and conflict resolution skills.
  • Passion for innovation with a 'work smarter', solution and action oriented mindset.
  • Experience working with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner.
  • Calm and Empathetic you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Ability to learn and adapt to new technologies
  • Working with Safety lead to develop and enhance internal policies, processes and tools.
  • Maintaining high levels of confidentiality while performing investigations.
  • Bachelor's Degree or equivalent.
  • Fluency in another language is a bonus

Our Commitment To Inclusion & Belonging:
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.

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