Security Specialist

Airbnb is seeking a talented and experienced individual to handle various safety-related concerns for our community, including but not limited to: discrimination, threats to personal safety, domestic violence, suicide or self-harm, child exploitation, physical and sexual assault, drug-related activities, sex work, and human trafficking. The successful candidate will understand how to properly identify threatening and harmful situations, communicate with empathy, exercise judgment, make decisions quickly, aim to provide the best possible support to survivors, and enable their recovery.

• Manage complex cases end-to-end to resolve customer issues following workflow methodology and guidelines.
• Interact with Airbnb customers and community members using all current and future channels, including chat, social media, messaging, and phone.
• Recognize the type and severity of cases and handle them appropriately based on service scope, escalating to other teams as needed.
• Handle cases of a certain degree of severity or complexity under close supervision.
• Recognize and assess threatening and risky behaviors.
• Demonstrate accountability and judgment, and challenge workflow methodology when necessary (only with management approval).
• Be open to feedback from management, quality teams, and clinical staff, and quickly adopt behaviors to improve work quality.
• Understand multiple perspectives on a topic or situation and evaluate/present multiple options to resolve a problem.
• Potentially interact with key stakeholders with management assistance.
• Balance efficiency and quality: manage a higher volume of cases without compromising interaction and resolution quality.
• Contribute to improving the safety service: leverage operational knowledge to support team success, help document workflows, best practices, and standards, and provide technical/functional expertise to less experienced team members.
• Communicate with stakeholders: build network with other delivery teams and key functional partners, be open and accessible in problem-solving, and understand key factors of the role and how they interrelate.

• More than three years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or similar call center roles handling calls and customer contacts.
• Experience in hospitality is a plus, especially working on technology platforms.
• Ability to work weekends, holidays, early mornings, and evenings; schedule may change to meet business needs.
• Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic images, conversations, and other content.
• Excellent interpersonal and written/verbal communication skills, including conflict resolution.
• Ability to organize a high volume of work, multitask, and prioritize while adhering to schedules, including breaks, meal breaks, and training time.
• Basic computer knowledge, including Apple/Mac OS and Google Suite.
• Proficiency in English; knowledge of other languages is a plus.
• Ability to assess risk, understand urgency, exercise judgment in risky situations, and communicate relevant information to stakeholders.
• Adaptability to new tasks and responsibilities, proactive attitude, and openness to evolving roles and team integration.

This is a full-time position based in Canada. Due to the nature of the role, the candidate must be based in Canada. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; check with us if your province is on the list.

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

Airbnb is committed to working with the broadest talent pool possible. All qualified persons are encouraged to apply. Reasonable accommodations for disabled candidates are available by contacting raisonnableaccommodations@airbnb.com.