Job
Description
Airbnb is a global platform that was established in 2007 when two Hosts welcomed three guests to their San Francisco home. Since then, Airbnb has grown to over 5 million Hosts who have hosted more than 2 billion guest arrivals across almost every country worldwide. Every day, Hosts offer unique stays and experiences to enable guests to connect with communities in a more authentic manner. As a member of the Safety Operations team at Airbnb, you have the opportunity to be part of the forefront of the sharing economy. You play a crucial role in leading a new, worldwide phenomenon by striving to build the world's most loyal travel community. Together, our team supports over 100 million lifetime guests and 3 million listings in more than 191 countries. With dedication and a commitment to inclusivity, we aim to create a world where everyone can belong anywhere. We are currently seeking an enthusiastic and dedicated Safety Team Lead who can effectively motivate and inspire a team in a dynamic and fast-paced risk management environment. The Safety Team Lead is responsible for overseeing team performance, ensuring the achievement of service delivery targets and key performance indicators, and fostering the professional development of team specialists. Joining our community means being part of a team that is deeply committed to ensuring the safety, inclusivity, and support of all our users. You will be at the forefront of handling safety concerns and will be expected to manage complex, high-risk cases with sensitivity and empathy while collaborating with internal and external stakeholders. In the role of Senior Specialist, you will be entrusted with our most sensitive and high-risk cases that demand exceptional judgment, trauma-informed support, and profound behavioral insight. You will serve as a thought partner to leadership, contributing to the enhancement of user care practices and global collaboration efforts. Your impact will be significant as you directly support users and internal stakeholders during critical incidents, such as self-harm and mental health emergencies, human trafficking, domestic violence, and culturally sensitive cases. Your ability to navigate ambiguity, crisis, and cultural nuances with empathy and professionalism will be crucial in maintaining safety and trust during challenging times. In this role, you will demonstrate operational excellence by providing leadership-level case handling, deep subject-matter expertise in personal safety risk assessment, and effective communication with cross-functional teams. You will also contribute to safety incident root-cause analysis, quality audits, and advocate for product or policy improvements based on data and qualitative feedback. Your background and experience should include at least 4 years in customer-facing roles with direct interaction via phone or email, including 2 years in Trust & Safety, emergency response, law enforcement, mental health, or crisis management. You should have demonstrated experience in handling sensitive or traumatic content with care, engaging with executive stakeholders, and working in dynamic shifts to meet business needs. At Airbnb, we are committed to fostering diversity and inclusion to drive innovation and engagement. We encourage applications from all qualified individuals who can contribute to our mission of creating an inclusive and welcoming environment for everyone.,
