Airbnb is a community based on connection and belonging.
Safety Specialist
Location
South Korea
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Safety Specialist
Airbnb
• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the 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 • Understand multiple perspectives on a topic or situation • Able to evaluate and present multiple options for addressing a problem • Display openness and approachability when resolving issues • 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. • Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution • Demonstrate your ability to work efficiently by managing your own time and prioritizing daily tasks as effectively as possible.
Job Requirements
- 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. Your schedule can change to meet business needs
- Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
- 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 both English and Korea
- 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.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
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