Operations Investigation Specialist

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.

In the Operations Investigations Job Family, you will be responsible for working with your team to ensure that daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users or the Airbnb platform. You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focusing on analysing online patterns and trends

**Responsibilities**
- Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations
- Educate users on how to maintain security and safety while using Airbnb responsibly
- Investigate complex situations and potential fraud surfaced in high volume queues
- Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
- Understand our risk systems and investigate account patterns
- When trends or product vulnerabilities have been identified, you are able to escalate to the Product Support Job Family
- Maintain high levels of confidentiality while performing investigations
- Comprehensively document investigations
- Develop and maintain a comprehensive understanding of the purpose of your Specialization
- Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task
- Demonstrate great judgement and be open to sharing what you know with others

**Qualifications**
- 1-2 years of experience within risk management, fraud prevention, or Trust and Safety
- Must be available for 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
- Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience
- Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities
- Solution and outcome-oriented
- Strong investigative ability, internet research, organizational, and analytical skills
- Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors
- Desire to work in fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies
- Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-functional team needs
- Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users
- Ability to analyze data for patterns and detail oriented: you do your due diligence when completing an investigation
- Strong communication skills, both written and spoken, self-motivated and results-oriented
- Detail oriented: you do your due diligence when completing an investigation
- Ability to learn and adapt to new technologies. Able to work and self-organise with rapidly changing priorities
- SQL, JSON, or equivalent experience with other coding languages is a plus
- Ability to analyze data for patterns and draw conclusions and suggestions
- Fluency in another language is a plus

Belonging & Accommodations