# Senior Support Specialist, Safety **Company**: Airbnb **Location**: Canada **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Technology **Wikidata**: https://www.wikidata.org/wiki/Q63327 **Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8171838?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_a3c3e90b-f98 ## Description We are seeking a talented and experienced Senior Support Specialist, Safety to join our Community Support team. As a Senior Support Specialist, Safety, you will be responsible for handling various safety-related issues for our community, including but not limited to: personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical and sexual assault, drug-related activities, sex work, and human trafficking. Your role will involve providing support to survivors and enabling their recovery. You will be expected to recognise threatening and harmful situations correctly, communicate with empathy, exercise discretion, make quick decisions, and provide the best possible support to individuals. As a full-time onsite role, you will work in a call centre environment with direct interactions with customers. You will need strong communication skills, problem-solving abilities, and customer service expertise. You should be adaptable, proactive, efficient, resourceful, and professional, while maintaining confidentiality. Responsibilities: - Manage complex cases: Provide high-level service to our community in all cases. - Interact with Airbnb customers and community members through various channels. - Handle end-to-end complex cases to resolve customer issues. - Recognise case types and severity, and process them accordingly. - Guide resolution of cases requiring greater discretion or deviating from usual procedures. - Operate with minimal management oversight on most case management tasks. - Collaborate with other teams to resolve complex issues. - Explain and simplify complex information, provide context, and answer difficult questions confidently. - Balance efficiency and quality in managing high volumes of cases. - Apply knowledge of trauma and best practices to avoid re-traumatisation. Requirements: - At least 4 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 in 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 with sensitive and potentially traumatic content. - Strong communication and interpersonal skills. - Proficiency in computer applications, including Apple/Mac OS and Google Suite. - Fluency in English; knowledge of other languages is an asset. - Strong risk assessment and decision-making skills. - Experience in communicating with senior management and explaining complex ideas simply. - Solid problem-solving skills, critical thinking, and ability to manage ambiguity. - Adaptability to new tasks and responsibilities. - Proactive attitude to new challenges and changing priorities. We offer: - Competitive compensation - Opportunity to work with a global company - Collaborative and inclusive work environment Our Commitment to Inclusion and Belonging: Airbnb is committed to working with people from diverse backgrounds. We believe that diversity of ideas encourages innovation and engagement. We invite all qualified candidates to apply. ## Skills ### Required - Customer Service - Problem-Solving - Communication - Empathy - Discretion - Trauma Awareness - Conflict Resolution - Time Management - Organisational Skills ### Nice to have - Hospitality Experience - Language Skills --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8171838?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)