We are looking for a talented and experienced individual who will handle various safety concerns for our community, including but not limited to discrimination, personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical and sexual harassment, drug-related activities, sex work, and human trafficking.
Requirements
- Manage complex cases: You have 'perfected the essentials' of your role, which involves providing the highest level of service to our community.
- Interact with Airbnb clients and community members using all current and future channels, including Airbnb tools or external tools, such as instant messaging, social media, email, and phone.
- Manage complex cases from start to finish to resolve client problems following the working methodology and directives.
- Recognize the type and severity of cases and handle them accordingly based on the scope of the service and involving other teams if necessary.
- Take charge of cases of a certain degree of severity or complexity under close supervision.
- Be able to recognize and evaluate threatening and risky behaviors.
- Show responsibility and discretion, and be able to question the working methodology and deviate from it when necessary (only with management approval).
- Demonstrate excellent openness to feedback from management, quality teams, and clinical staff, and adopt behaviors quickly to improve the quality of their work.
- Understand multiple perspectives on a topic or situation.
- Be able to evaluate and present several options to resolve a problem.
- Be called upon, with management's help, to potentially interact with key stakeholders.
- Conjugate efficiency and quality: Has demonstrated the ability to manage a larger number of cases without compromising the quality of interaction and resolution.
- Participate in improving the security service: Take advantage of operational functional knowledge to support the success of the team.
- Help document working methods, best practices, and standards for their or their services, as requested by management.
- Provide technical or functional expertise to less experienced team members.
- Communicate with stakeholders: Start to discover the network with other service delivery teams and key functional partners.
- Show openness and be approachable when resolving problems.
- Understand key factors in their role and how they are interrelated.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
