Safety Specialist

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

📋 Description

• Engage with Airbnb customers and community members across all existing and future channels, both within and outside of Airbnb tools, including live chat, social media platforms, messaging, and via phone.

• Oversee the complete management of intricate cases with the aim of resolving customer issues in accordance with workflows and management guidelines.

• Identify case type and severity, and handle cases appropriately within your service's parameters, accurately escalating to other teams when necessary.

• Manage casework of varying degrees of severity and complexity under close supervision.

• Ability to recognize and evaluate threatening and risky behaviors.

• Exhibit an ownership mentality and sound judgment, with the capability to question and deviate from established workflows only with management approval.

• Be highly open to feedback from management, Quality, and clinical staff teams, and swiftly adapt behaviors to enhance work quality.

• Comprehend multiple viewpoints on issues or situations.

• Capable of assessing and presenting various options for problem resolution.

• Show openness and approachability when addressing issues.

• Assist in documenting workflows, best practices, and norms for your services as requested by management.

• Provide technical, functional, or subject matter expertise to less experienced team members.

• Demonstrate the ability to manage a higher volume of cases without compromising the quality of interactions and resolutions.

• Prove your capability to work efficiently by effectively managing your own time and prioritizing daily tasks.

⛳️ Requirements

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a comparable role in a contact center environment involving calls and customer/client interactions.

• Experience in hospitality is advantageous, particularly with technology platforms.

• Availability to work on weekends and public holidays, along with early morning and evening shifts. Your schedule may adjust to meet business needs.

• Capacity to operate in a high-pressure environment involving sensitive, confidential, and potentially distressing imagery, conversations, and other materials.

• Strong interpersonal and communication skills, both written and verbal, including conflict resolution abilities.

• Proficient in organizing a high volume of work, multitasking, prioritizing, and adhering to established schedules, including breaks, lunches, and training times.

• Basic computer proficiency, including knowledge of Apple/Mac OS and Google Suite.

• Proficiency in both English and Korean.

• Ability to accurately assess risk, understand urgency levels, exercise sound judgment in risky situations, and communicate relevant information to stakeholders.

• Flexibility to adapt to new tasks and responsibilities as required.

• Proactive approach towards taking on new challenges and adjusting to shifting priorities and environments.

• Capable of adapting to evolving roles and job responsibilities with openness and flexibility, including transitioning to a new team.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off