Safety Specialist

We are looking for a talented and experienced Safety Specialist to join our Community Support team in Singapore. As a Safety Specialist, you will be responsible for managing a variety of safety concerns for our community, including discrimination, personal safety threats, domestic violence, and more.

The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for survivors and restoring their status quo.

Responsibilities:

• Interact with Airbnb customers and community members through various channels, including live chat, social platforms, messaging, and phone
• Manage complex cases end-to-end, resolving customers' issues based on workflows and management guidelines
• Recognize case type and severity, escalating accurately to other teams when necessary
• Assess threatening and risky behaviors, exercising good judgment and deviating from workflows when needed
• Document ways of working, best practices, and norms for the service
• Provide technical expertise to less experienced team members

Requirements:

• 3+ years of relevant experience in customer service, mediation, emergency services, or a similar role
• Strong communication and interpersonal skills, including conflict resolution
• Ability to work in a high-pressure environment, interacting with sensitive and confidential materials
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, with other languages being a plus