User Knowledge Operations Specialist [Contract]

  • Airbnb
  • Dublin, Ireland
  • Sep 10, 2019

Job Description

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 65,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.    
In the Operations Management Job Family, you will be responsible for working with your team
to ensure that daily service level agreements are met in responding to user tickets and
reviewing users or reservations for risks to our users or the Airbnb platform. You will be
working closely with the product stakeholders and shared services stakeholders to provide
feedback to help improve our models as well as focusing on analysing online patterns and

● Maintain Subject Matter Expertise of your respective Specialization to successfully
complete core work and escalations
● Educate users on how to maintain security and safety while using Airbnb responsibly
● Investigate complex situations and potential brand risks surfaced in high volume queues
● Work with operational lead to support cross-functional groups to develop and enhance
internal policies and tools such as increasing automation, updating policies, and fixing
product loopholes
● Understand our risk systems and investigate account patterns
● Identify and escalate trends and product vulnerabilities to stakeholders
● Maintain high levels of confidentiality while performing investigations
● Comprehensively document investigations
● Develop and maintain a comprehensive understanding of the purpose of your
● Work with external Product vendors to enhance proactive and reactive risk detection as
an informing or collaborating task.
● Demonstrate great judgement and be open to sharing what you know with others.
Key Relationships
This role requires building and maintaining relationships with the following stakeholders,
outside your Reporting line:
● Informing relationships with Shared Services, EPIC, Community Policy


● Content, Community Policy, Training, Quality, BPI (Service Optimization), ParMan, as
potential Cross-functional Areas of Focus*
*Cross-functional areas of focus formalize the subject matter expertise and points of contact
needed for non-Ops supporting teams—to streamline communication, monitor business
and tools, and to increase the capacity to which we make and push changes.


Technical Skill Requirements
● Familiarity with the Google suite: mail, docs, sheets, and slides
● Mac OS
● Experience with customer ticketing systems
● 1-2 years of experience within risk management, fraud prevention, or Trust and Safety
● Must be available for a regular schedule of 5 days work per week (40 hours), mutually
agreed with your Lead, which may include weekend days and public holidays.


● Excellent interpersonal and communication skills, both written and verbal, to help our
community in a tactful and diplomatic manner. Ability to balance fraud prevention
alongside a positive customer experience.
● Excellent problem solving, critical thinking and analytical skills, with an ability to organize
and work independently with rapidly changing priorities
● Self-motivated and detail oriented, with a focus on solutions and outcomes
● Strong investigative ability, due diligence, internet research, organizational, and analytical
● Ability to detect vulnerabilities in existing and new products or features, and anticipate the
ever-evolving fraudulent behaviors.
● Desire to work in fast-paced and rapidly changing environment. Ability to multitask, learn
and adapt to new technologies.
● Ability to remain calm in time sensitive situations, prioritize and respond to user and
cross-functional team needs.
● Ability to remove personal bias to focus on fact-based investigations and remain impartial
in sensitive situations involving users
● Ability to analyze data for patterns and draw conclusions and suggestions
● SQL, JSON, or equivalent experience with other coding languages is a plus
● Fluency in another language is a plus

      Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. Qualified individuals from all walks of life are encouraged to apply. Apply now