[Hiring] Community Crisis Investigator @Airbnb

Role Description

The Community Crisis Investigators are the first line of Airbnb’s response to severe incidents affecting our community, including violent threats and safety escalations. In this role, you will connect incidents to the necessary people and resources, driving approved actions to completion to minimize harm.

A Typical Day

• Crisis Case Work:
  • Assess incoming incidents and recommend whether a case meets the threshold for crisis implementation.
  • Draft concise and comprehensive summaries for decision-makers.
  • Outline and drive case management actions for effective stakeholder response.
  • Research case precedent and consult stakeholders for non-standard cases.
  • Prepare concise overviews and next steps for urgent, monitoring, or implemented cases.
• Communication and Stakeholder Management:
  • Draft crisis case communication for senior stakeholders.
  • Keep stakeholders and GCM leadership updated on case status proactively.
  • Maintain regular contact with assigned cross-functional partners.
• Systemic Improvement:
  • Flag policy, product, or process failures affecting community members.
  • Maintain accuracy in case management tools and raise data issues.
• Team Contribution:
  • Review peers’ assessments for errors and missing stakeholders.
  • Share learnings from cases and stakeholder relationships with the team.
  • Contribute to team culture and a sustainable working environment.
• Operational Rigor:
  • Maintain case documentation and trackers to support accurate analytics.
  • Complete work within dedicated SLAs and raise risks early.

Qualifications

• 6+ years of experience in customer support or front-line work handling escalated, sensitive cases.
• Proven track record of working collaboratively with multi-functional leads.
• Experience in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to stay focused with a calm demeanor in stressful situations.
• Ability to work a flexible schedule, including nights and weekends as needed.

Location

This position is US - Remote Eligible. Occasional work at an Airbnb office or attendance at offsites may be required. You must live in a state where Airbnb, Inc. has a registered entity.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement. All qualified individuals are encouraged to apply.

Equal Employment Opportunity

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to legally protected characteristics.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, including training, transferable skills, work experience, and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

• Pay Range: $106,000 — $125,000 USD

Reasonable Accommodations

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, please let your recruiter know.

A Note on Recruiting Scams

Scammers sometimes pose as Airbnb recruiters. Our open roles are posted on Airbnb’s Career’s Page, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. We encourage candidates to remain vigilant of these recruiting scams.