Community Crisis Investigator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Evaluate incoming incidents and determine if they meet the criteria for crisis implementation.

• Create clear and concise incident summaries for decision-makers.

• Define and implement case-management actions required by stakeholders.

• Investigate case precedents and collaborate with stakeholders on non-standard cases.

• Develop overviews and outline next steps for urgent, monitoring, or implemented cases.

• Prepare crisis-case communications for senior stakeholders and provide details for executive notifications.

• Keep stakeholders and Global Crisis Management leadership updated on case status.

• Engage daily with assigned cross-functional partners and share insights with the global GCM team.

• Identify policy, product, or process failures and offer actionable recommendations to responsible teams.

• Ensure accurate case-management records and address data or backlog issues.

• Review colleagues' assessments for inaccuracies, missing stakeholders, and additional suggestions.

• Share insights and learnings about cases and stakeholders with the team.

• Contribute to team culture and promote a sustainable working environment.

• Maintain case documentation and trackers for precise analytics and seamless handoffs.

• Complete tasks within established SLAs and escalate potential risks promptly.

⛳️ Requirements

• Over 6 years of experience in customer support or front-line roles managing escalated, sensitive cases, including crisis or survivor-facing work such as crisis lines, victim advocacy, emergency response, or trust and safety.

• Demonstrated ability to work collaboratively with multi-functional leads in a matrixed organization.

• Experience in cross-functional collaboration within a fast-paced environment.

• Excellent organizational skills and meticulous attention to detail.

• Strong communication and interpersonal abilities.

• Capability to maintain focus and a calm demeanor in high-stress situations.

• Flexibility to work a varied schedule, including nights and weekends as required.

• Must reside in a province where Airbnb Canada, Inc. has a registered entity; currently Ontario, British Columbia, Quebec, Alberta, or Saskatchewan.

🏝️ Benefits

• Eligibility for bonuses.

• Opportunity for equity participation.

• Comprehensive benefits package.

• Employee Travel Credits.

• Potential for occasional work at an Airbnb office or attendance at offsites, as agreed upon with the manager.

• Reasonable accommodations provided throughout the recruitment process for applicants with disabilities.