💼 About This Role

You'll join Airbnb's Trust & Safety team, handling complex safety cases for a global community. You'll directly impact the well-being of users by resolving critical incidents with empathy and professionalism. This role offers the opportunity to work in a fast-paced environment with a focus on confidentiality and crisis management.

🎯 What You'll Do

• Handle complex safety cases with the highest level of service
• Manage multiple user cases efficiently and professionally
• Interact with customers via livechat, social platforms, and phone
• Resolve customer issues in a timely and empathetic manner

📋 Requirements

• 3+ years in customer service, mediation, or trust & safety operations
• Ability to work weekend days, public holidays, and evening shifts
• Experience in a contact center environment handling sensitive cases
• Excellent interpersonal and communication skills

✨ Nice to Have

• Hospitality experience, especially for technology platforms
• Experience dealing with stakeholders in different functions
• Conflict resolution skills

🎁 Benefits & Perks

• 💼 Competitive base pay dependent on market and experience
• 🏠 Remote-friendly culture (though role is onsite)
• 🌈 Commitment to inclusion and belonging

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min