Taking applicationsVoice Support·Posted 14h ago
Support Specialist, Safety (Canada)
AirbnbVerified company
Canada
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Canada
EnglishMid level
About the role
A remote frontline safety support role for Airbnb's Canada-based community, handling complex and sensitive Trust & Safety cases by phone, chat and messaging. It requires 3+ years of contact-center or similar experience, English proficiency, and availability for weekends, holidays and early or evening shifts.
What you'll do
- Manage complex safety cases end-to-end
- Interact with customers via livechat, social platforms, messaging and phone
- Recognize case type and severity and escalate accurately
- Assess threatening and risky behaviors
- Document ways of working and best practices
- Support less experienced team members
- Engage with stakeholders and functional partners
What you'll need
- 3+ years in customer service, mediation, emergency services, Trust & Safety operations, or similar contact-center role
- Live in an eligible Canadian province
- English proficiency
- Availability for weekends, public holidays, and early morning or evening shifts
- Ability to work under pressure with sensitive or traumatic material
- Basic computer literacy
- Hospitality experience is a plus
- Other languages are a plus
Skills
Conflict resolutionWritten and spoken communicationRisk assessmentCase managementMultitasking and prioritizationEmpathetic communicationApple/Mac OS and Google SuiteConfidentiality
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