Spécialiste, Sécurité

Airbnb seeks a talented, experienced individual to handle safety-related concerns for our community, including discrimination, threats to personal safety, domestic violence, suicide, self-harm, child exploitation, physical and sexual assault, drug-related activities, sex work, and human trafficking. The role requires identifying threatening situations, communicating with empathy, exercising judgment, and supporting survivors.

• Manage complex cases end-to-end, providing the highest level of service.
• Interact with clients via chat, social media, messaging, and phone.
• Recognize case severity and escalate appropriately.
• Assess threatening and risky behaviors.
• Contribute to team success by documenting best practices and mentoring less experienced members.

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or similar call center roles.
• Ability to work weekends, holidays, early mornings, and evenings; schedule may change.
• Comfort working in a high-pressure environment with sensitive, potentially traumatic content.
• Excellent communication and conflict resolution skills.
• Basic computer knowledge, including Apple/Mac OS and Google Suite.
• Proficiency in English; other languages a plus.

Full-time position based in Canada. Must be based in Canada; currently eligible provinces: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Canada Annual Pay Range: $63,000—$63,000 CAD. This role may also be eligible for bonus, equity, and benefits.

Apply through the Airbnb careers page at the provided URL. For reasonable accommodations, contact reasonableaccommodations@airbnb.com.