Safety Specialist

We are looking for a talented and experienced Safety Specialist to join our Community Support team in Korea. As a Safety Specialist, you will be responsible for identifying and addressing safety concerns for our community, including discrimination, personal safety threats, domestic violence, and other forms of harm.

Your typical day will involve interacting with Airbnb customers and community members through various channels, including live chat, social media, and phone. You will be responsible for managing complex cases, recognizing and assessing threatening and risky behaviors, and escalating cases to other teams when necessary.

To be successful in this role, you will need to have excellent communication and interpersonal skills, as well as the ability to work in a fast-paced environment and make quick decisions. You will also need to be able to work independently and as part of a team, and be comfortable with ambiguity and uncertainty.

As a Safety Specialist, you will have the opportunity to make a real difference in the lives of our customers and community members. You will be working on the frontlines of our safety efforts, and your contributions will help to ensure that our community remains safe and welcoming for everyone.

Complex case management:

• Interact with Airbnb customers and community members through all current and future channels, including live chat, social media, and phone
• End-to-end management of complex cases with the objective to resolve customers' issues based on workflows & management guidelines
• Recognize case type/severity and work cases correctly according to your service's scope, escalating accurately to other teams when appropriate
• Takes on casework at a degree of severity/complexity under close supervision
• Ability to recognize & assess threatening & risky behaviors
• Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation
• Able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders with help from management

Combining efficiency with quality:

• Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Participating in the Safety Service improvement:

+ Leverage your functional operational knowledge to support the team succeed + Help document ways of working, best practices, and the norms for your service(s) as requested by management + Provides technical/functional/SME to less experienced members of the team

• Stakeholder engagement:

+ Beginning to explore network with other Delivery teams and key functional partners + Displays openness and approachability when resolving issues + Understands key drivers of your role and how they relate to one another

Your Expertise:

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms
• Ability to work weekend days and public holidays, as well as early morning / evening shifts
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials

Your skills & expertise:

• Very good interpersonal and communication skills, both written and spoken, including conflict resolution
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Basic computer literacy, including Apple/Mac OS and Google Suite
• Language proficiency in English, other languages are a plus
• Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders
• Ability to adapt to new tasks and responsibilities as needed
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team