Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking. The successful candidate will be able to properly identify threatening and harmful circumstances, possess empathetic communication and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo.

The successful candidate will assist with escalated issues and initiate the user dispute request process for personal safety incidents. Our specialists are responsible for the investigation of cases involving trauma or personal harm or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. The candidate will maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports and summaries.

We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly. Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools. Must have 1+ years of experience in a similar role.

A Typical Day:

Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
Recognize case type/severity while de-escalating crisis and managing other people’s emotions
Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
Working with Safety Lead to develop and enhance internal policies, processes and tools
Ensure metrics driven performance
Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
Maintaining high levels of confidentiality while performing investigations

Your Expertise:

1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service
Ability to plan, prioritise and organise tasks and communications
Ability to learn and adapt to new technologies
Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner
Excellent time management, negotiation and conflict resolution skills
Passion for innovation with a ‘work smarter’, solution and action oriented mindset
Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care
Ability to work under pressure and quick decision making when faced with conflicting demands
Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
University Degree and/or 3+ years relevant experience
Fluent Japanese and English (Spoken and Written) are essential
This is a one-year full time position based in Japan

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

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Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.

Support Specialist, Safety

About the role