Support Specialist, Safety

Written by the T&S Network from Airbnb's posting.

Frontline contact center work handling Safety cases on Airbnb's platform, covering discrimination, personal safety threats, domestic violence, self-harm, child exploitation, sexual assault, drug activity, sex work and human trafficking. The role sits in Community Support and centers on identifying threatening situations and supporting survivors through complex case management.

• Child safety and grooming
• Self harm and suicide

What you'd do

• Handle complex safety cases end to end across livechat, social platforms, messaging and phone.
• Recognize case type and severity, and escalate to other teams when appropriate.
• Assess threatening and risky behavior and decide quickly on next steps.
• Question or deviate from workflow only with management approval.
• Document ways of working and best practices for the Safety service as management requests.
• Coach less experienced team members on functional and subject matter questions.

What it asks for

• At least three years of client-facing work, such as customer service, mediation, emergency response or T&S operations in a contact center.
• Strong written and spoken communication, including conflict resolution.
• Ability to assess risk accurately and judge urgency.
• Working knowledge of Apple/Mac OS and Google Suite.
• Proficiency in English and Korean.
• Hospitality experience, especially with technology platforms (preferred).

Worth knowing

• Exposure to sensitive, confidential and potentially traumatic imagery and conversations.
• Weekend, public holiday, early morning and evening shifts, with schedules that can change.
• One-year full-time contract.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Airbnbnorth_east before you apply. If we got something wrong, report this listing.