Safety Support Ambassador

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 Difference You Will MakeWe 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: Discrimination, 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 properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo.This is a one year full time position based in Korea. 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.As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.Please note that this position is based in Korea. We are unable to sponsor work visas at this time, and only candidates who are currently authorized to work in Korea will be considered.A Typical DayThe responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phoneEnd-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriateTakes on casework at a degree of severity/complexity under close supervisionAbility to recognize & assess threatening & risky behaviorsDemonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approvalBe highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work Understands multiple perspectives on a topic or situationAble to evaluate and present multiple options for addressing a problemCan be brought to engage more with senior stakeholders with help from managementCombining Efficiency With QualityHas displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolutionParticipating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeedHelp document ways of working, best practices, and the norms for your service(s) as requested by managementProvides technical/functional/SME to less experienced members of the team.Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partnersDisplays openness and approachability when resolving issuesUnderstands key drivers of your role and how they relate to one anotherYour ExpertiseYour background & experience3+ years of relevant experience in customer service, emergency services, or a similar role operating in a contact center environment making calls and handling customer/client contactsHospitality experience is a plus, in particular working for technology platforms.Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needsAbility to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materialsYour skills & expertiseVery good interpersonal and communication skills, both written and spoken, including conflict resolution.Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training timeBasic computer literacy, including Apple/Mac OS and Google SuiteLanguage proficiency in English and Korea languagesAble to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholdersAbility to adapt to new tasks and responsibilities as needed. Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.Our Commitment To Inclusion & BelongingAirbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.