Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join:  The Appeals team is tasked with reviewing appeals for users suspended due to Safety and Hosting Standards issues. The team reviews the original casework completed by our Global Safety team and RSE team to ensure all factors leading to the removal were considered correctly and align with the enforcement actions set forth in our policies and workflows. The Difference You Will Make: We are looking for a talented and experienced person, who 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 Assault, Drugs activity, Sex Work and Human Trafficking.   The successful candidate will demonstrate an excellent understanding of how to evaluate the circumstances of a case holistically, properly identify relevant circumstances to determine an outcome, communicate empathetically, use good judgment, and be quick in decision making, with the goal of providing the best support possible for the community. This is a full time position based in Canada. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be 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

• Review appeals for users suspended due to Safety and Hosting Standards issues
• Evaluate circumstances of cases holistically to determine outcomes
• Interact with Airbnb customers and community members through livechat, social platforms, messaging, and phone
• Manage end-to-end complex cases based on workflows and management guidelines
• Recognize case type/severity and escalate appropriately
• Assess threatening and risky behaviors
• Demonstrate ownership mentality and good judgment
• Handle a larger volume of cases while maintaining quality
• Document ways of working, best practices, and norms
• Provide technical/functional support to less experienced team members
• Engage with stakeholders and resolve issues

Your Expertise

• 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or similar role in a contact center environment
• Hospitality experience is a plus, especially with technology platforms
• Ability to work weekends, public holidays, and evening shifts
• Ability to work in a high-pressure environment with sensitive, confidential, and potentially traumatic materials
• Language proficiency in English, other languages are a plus
• Must live in eligible Canadian provinces: Ontario, British Columbia, Quebec, Saskatchewan

Benefits

• Bonus eligibility
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$58,000—$63,000 CAD