Trust Escalations Case Manager
4 days ago
Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.
Ops Excellence Case Management Mission is to build relationships with internal teams and relevant external entities to generate leads, share escalation trends and intelligence to establish a venue for PIO operational excellence. You will be responsible for managing urgent and complicated escalations, proactively engaging with internal users, and leaders and consulting with other partner-facing teams as a de-escalation expert. You will manage the processing of incident escalations through to resolution, demonstrating full ownership, and attention to detail, while working through ambiguous and fast-paced situations. You will ensure that all incidents and escalations are tracked, prioritized, triaged, owned, investigated, resolved, and communicated accurately.
**In this role you'll get to**:
- Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process.
- Perform expert review of high-risk and escalated cases against a set of Airbnb Trust guidelines to identify opportunities to improve the efficiency or effectiveness of the support provided to users based on escalations.
- Own and manage escalations end to end from incident escalation to resolution to investigate issues and engage with at-risk users.
- Provide a high level of administrative support while working on highly sensitive and confidential material.
- Partner with multiple stakeholders including internal legal & policy teams and/or government agencies to resolve internal issues caused by complex SOS escalations.
- Maintain Subject Matter Expertise, develop and maintain a comprehensive understanding of all Trust Specializations to successfully complete escalations.
- Educate internal users on how to maintain security and safety while using Airbnb responsibly
- Contribute to cultural activities on a regular basis, sometimes in a team lead role.
**Preferred experience**:
- 5+ years of experience within escalations, risk management, fraud prevention, and/or Trust and Safety.
- Experience in content review, actions and policy enforcement.
- Experience developing and successfully executing processes, projects and/or programs.
- Effective at implementing organization-wide projects and initiatives through collaboration across functions, geographies, and organization levels.
- A regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours.
- Proven ability to identify and cultivate relationships with key stakeholders representing a broad range of functions and levels.
- Excellent written, oral, and presentation skills and an ability to synthesize information and make clear, concise recommendations on course of action.
- Excellent problem solving and critical thinking skills
- Analytical, able to organize and work independently with rapidly changing priorities.
- Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive customer experience.
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