Community Crisis Investigator

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

📋 Description

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

• Compose clear and detailed case summaries for decision-makers.

• Outline and facilitate case-management actions within established incident timelines.

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

• Prepare summaries and next steps for urgent, monitoring, or implemented cases.

• Create crisis-case communications for senior stakeholders and provide information for executive notifications.

• Keep stakeholders and Global Crisis Management leadership informed about case status.

• Engage 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.

• Maintain precise case-management records and address data or backlog concerns.

• Review colleagues’ assessments for mistakes, missing stakeholders, and additional suggestions.

• Convey case and stakeholder insights with the team.

• Contribute to fostering a sustainable team culture.

• Maintain case documentation and trackers for accurate analytics and smooth transitions.

• Complete tasks within designated SLAs and escalate 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 success in collaborating with multi-functional leads in a matrixed organization.

• Experience working cross-functionally in a dynamic environment.

• Exceptional organizational skills and attention to detail.

• Strong communication and interpersonal abilities.

• Capability to maintain focus with a calm demeanor in high-pressure situations.

• Willingness to work a flexible schedule, including nights and weekends as necessary.

• Must reside in a state where Airbnb, Inc. is registered.

🏝️ Benefits

• Eligibility for bonuses.

• Equity eligibility.

• Comprehensive benefits package.

• Employee Travel Credits.

• Remote-eligible work arrangement.

• Occasional participation in Airbnb offsite events.

• Reasonable accommodations provided during the recruitment process.