[Hiring] Safety Specialist @Airbnb

Role Description

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 be able to:

• Properly identify threatening and harmful circumstances
• Possess empathetic communication and quick decision making
• Provide the best support possible for the Survivors and restore their status quo

The successful candidate will assist with escalated issues and initiate the user dispute request process for personal safety incidents. Responsibilities include:

• Investigation of cases involving trauma or personal harm or brand risk
• Negotiating collaboratively while verifying facts and reaching policy-based determinations for effective resolution
• Maintaining high levels of confidentiality while performing investigations
• Comprehensively documenting investigations through written reports and summaries

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

• Managing cases involving damages
• Monitoring flagged and inappropriate content
• Identifying and reporting trends in online risk
• Working with Safety support teams to develop and enhance internal policies and tools

Must have 1+ years of experience in a similar role.

Qualifications

• 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service
• University Degree and/or 3+ years relevant experience
• Fluent Japanese and English (Spoken and Written) are essential

Requirements

• Ability to plan, prioritise and organise tasks and communications
• Ability to learn and adapt to new technologies
• Excellent interpersonal and communication skills, both written (email) and spoken (phone)
• Excellent time management, negotiation and conflict resolution skills
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset
• Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
• Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care
• Ability to work under pressure and quick decision making when faced with conflicting demands
• Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus

Company Description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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.

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.