Safety Specialist

The Difference You Will Make:

• You will look after a variety of Safety concerns for our community, including but not limited to:Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population.
• Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo.
• Adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Operational Excellence Competencies
  • Shows constant improvements in the quality of work with limited supervision
  • Shares regular feedback from the community with the senior stakeholders to improve the quality of our services
  • Shares knowledge with less experienced team members
  • Shows willingness to take on new projects/assignments
• Communication Competencies
  • Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact
  • Understands when written messages are appropriate and when to choose other forms of communication
  • Shares knowledge with less experienced team members Uses effective cross cultural communication
• Analytical Competencies
  • Develops a nuanced perspective based on facts and data
  • Plans proactively for short to medium term goals
  • Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals
  • Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives
• Self & Interpersonal Competencies
  • Shows awareness of individual's strengths, blind spots and areas of development
  • Perseveres to find the goals deeper Why' behind policies, processes, and workflows
  • Keeps team objectives community above individual aspirations
  • Embraces challenges that require new skills and knowledge
  • Recognizes conflicts and seeks support to resolve difficult situations
  • Pushes oneself towards the best possible outcomes for the Airbnb community
  • Maintains composure in crisis situations

Your Expertise

• Your background & experience
  • 4+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
  • Graduation is a must from any AICTE recognised university.
  • Hospitality experience is a plus, in particular working for technology platforms.
  • Ability to work weekend days and public holidays required, as well as evening shifts.Your schedule can change to meet business needs
  • Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
• Your skills & expertise
  • Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
  • Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations
  • Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time
  • Language proficiency in English
  • Ability to understand and execute policies & procedures
  • Ability to maintain confidentiality during investigation

Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.