Safety Specialist

  • Airbnb
  • Seoul, South Korea
  • Jan 14, 2020

Job Description

No global movement springs from individuals. It takes an entire team united behind something big. On the Community Support: Personal Safety team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and it’s why we’ve worked so hard to build the trust at its foundation.  
With 100 million lifetime guests, and 2 million listings in over 190 countries, trust is what makes it work. Together, we work hard, we laugh a lot, and we are passionate about working to create the most trusted community in the world. We are looking for enthusiastic, dedicated crisis management investigators who will be able to help our hosts and guests when they need us the most.   Responsibilities:
Safety Specialists are broadly accountable for the following activities and responsibilities:
Primary Function:
  • Assisting with escalated issues and initiating the user dispute request process via Phone call and email. 
  • Investigating both sides of incident disputes and negotiating collaboratively.
  • Verifying facts and reaching policy-based determinations for effective resolution.
  • Working to educate our hosts and guests to promote positive experiences.
  • Educating users on how to maintain security and safety while using Airbnb responsibly.
  • Monitoring flagged and inappropriate content and identifying trends in online risk.
  • Working with Community Support teams to develop and enhance internal policies and tools.
  • Investigating cases involving complex damages, trauma or personal harm, or brand risk.
  • Evaluating both property damages and personal property damages.
  • Maintaining high levels of confidentiality while performing investigations.
  • Comprehensively documenting investigations through written reports.
  • Interfacing with internal communications and social media teams.
Secondary Function: 
  • Dedicated to project work, supporting senior specialists and leadership on the execution of Change Management and other initiatives.
  • Acting as a content advisor, and supports function on the execution of Change Management initiatives.  
  • Acting as a process advisor for impact initiatives and/or cross-functional projects to meet strategic goals.
  • Acting as a mentor and advisor/Subject Matter Expert for new hires and partners - (Idea is they identify gaps in WF, process and escalate for improvement)
  • Location: Korea (Seoul) 
  • Language skills: Fluent English and Korean - both verbal and written
  • Bachelor’s Degree or equivalent and knowledge of a second (market-specific) language.
  • Must be available for a regular schedule of 5 days work week (40 hours), mutually agreed with your Lead, able to work on weekends and public holidays.
  • Strong verbal (phone) and written (email) interpersonal communication skills
  • Passion for dispute resolution and a drive for results.
  • Detail Oriented - doing your due diligence when conducting an investigation.
  • Ability to learn and adapt to new technologies.
  • Solid judgment and a strong moral compass.
  • Excellent problem solving, critical thinking and customer service skills.
  • Calm and empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Ability to multi-task, organize and work with rapidly changing priorities.
  • Ability to learn and adapt to new technologies.
  • Innovative and passionate about continued process improvement.
Apply now