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Support Specialist, Safety

Airbnb· Canada
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Hybrid (Canada)CA$63kfull-timePosted 6mo ago

About the role

Role in Safety Support for Airbnb community focusing on a range of safety concerns, providing high-quality support to survivors and ensuring appropriate escalation and collaboration with internal teams.

Responsibilities

  • Interact with Airbnb customers and community members through all current and future channels, including livechat, social platforms, messaging, and phone
  • End-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 appropriate
  • Takes on casework at a degree of severity/complexity under close supervision
  • Ability to recognize & assess threatening & risky behaviors
  • Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
  • Be 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 situation
  • Able to evaluate and present multiple options for addressing a problem
  • Can be brought to engage more with senior stakeholders with help from management
  • Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
  • Help document ways of working, best practices, and the norms for your service(s) as requested by management
  • Provides technical/functional/SME to less experienced members of the team
  • Displays openness and approachability when resolving issues
  • Understands key drivers of your role and how they relate to one another

Qualifications

  • 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
  • Hospitality 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
  • Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials

Skills

Required:Interpersonal and written/spoken communicationMultitasking and time managementBasic computer literacyRisk assessment and decision makingLanguage proficiency in EnglishAdaptability and flexibility
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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