Spécialiste, Sécurité

We are seeking a talented and experienced Security Specialist to join our team in Canada. As a Security Specialist, you will be responsible for handling various security concerns related to our community, including but not limited to: discrimination, personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical and sexual assault, drug-related activities, sex work, and human trafficking.

You will be part of a team that provides support to our community members who have been affected by these issues. Your primary goal will be to provide the highest level of service to our community, ensuring that survivors receive the support they need to recover.

Responsibilities:

• Interact with Airbnb clients and community members through various channels, including chat, social media, messaging, and phone.
• Manage complex cases end-to-end to resolve client issues, following our methodology and guidelines.
• Recognize the type and severity of cases and handle them accordingly, escalating to other teams when necessary.
• Take ownership of high-severity or complex cases under close supervision.
• Identify and assess threatening and risky behaviours.
• Demonstrate responsibility, discretion, and the ability to question and deviate from our methodology when needed.
• Show excellent openness to feedback from management, quality teams, and clinical staff, and quickly adapt behaviours to improve work quality.
• Understand multiple perspectives on a subject or situation.
• Evaluate and present multiple options to resolve a problem.
• Collaborate with key stakeholders, potentially interacting with them directly.

Requirements:

• More than three years of relevant experience in customer service, mediation, emergency services, Trust and Safety operations, or similar roles in a call centre.
• Experience in the hospitality industry is an asset, particularly working on technological platforms.
• Ability to work weekends, holidays, and early mornings or evenings, with a flexible schedule to meet business needs.
• Capacity to work in a high-pressure environment, interacting with sensitive, confidential, and potentially traumatic content.
• Excellent communication and conflict resolution skills.
• Strong organisational skills, able to multitask and prioritise tasks while maintaining schedules and breaks.
• Basic computer knowledge, including Apple/Mac OS and Google Suite.
• Fluency in English; knowledge of other languages is an asset.
• Ability to evaluate risks, understand urgency, exercise discretion in risky situations, and communicate pertinent information to stakeholders.
• Adaptability to new tasks and responsibilities as needed.
• Proactive attitude to new challenges, adapting to evolving priorities and environments.
• Willingness to integrate into a new team and adapt to changing functions and tasks.

We offer:

• A salary range of $63,000 - $63,000 CAD per year.
• Opportunities for growth and development in a dynamic and supportive environment.
• A commitment to inclusion and belonging, striving to create a diverse and innovative workplace.