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Community Crisis Investigator

Airbnb· Community Crisis Management (CCM)
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Hybrid (Canada)CA$85k - CA$100kfull-timePosted 5d ago

About the role

Role focused on day-to-day crisis response within Airbnb's Community Crisis Management team, handling incident assessments, case management, stakeholder communication, and systemic improvements to prevent recurrences.

Responsibilities

  • Assess incoming incidents and recommend whether a case meets the threshold for crisis implementation, drafting summaries concise and comprehensive enough that the decision-maker can act on them without sending them back.
  • Outline and drive the case management actions needed for stakeholders to respond effectively, keeping the response moving inside the incident’s timeline.
  • Research case precedent and consult stakeholders when a case does not fit an established pattern, and bring your recommended option with its reasoning rather than an open question.
  • Prepare concise overviews and next steps for urgent, monitoring, or implemented cases, and note team updates or housekeeping items during regional check-ins.
  • Draft crisis case communication for senior stakeholders, and supply the case detail and assessment that executive notifications are built from.
  • Keep stakeholders and Global Crisis Management leadership current on case status proactively.
  • Maintain regular cross-functional communication, come prepared to the agenda, and bring learnings back to the global GCM team.
  • Flag where policy, product, or process failed the community member with enough specificity for the owning team to act.
  • Keep the case management tool accurate for your own cases and raise data or backlog problems to maintain trustworthy views of the global caseload.
  • Review peers’ assessments as a second pair of eyes before submission, checking for errors, missing stakeholders, and additional recommendations.
  • Share learnings from cases and stakeholder relationships with the team.
  • Contribute to team culture and a sustainable working environment.

Qualifications

  • 6+ years of experience in customer support or front-line work handling escalated, sensitive cases, including crisis or survivor-facing work such as a crisis line, victim advocacy, emergency response, or trust and safety.
  • Proven track record of working collaboratively with multi-functional leads in a matrixed organization.
  • Experience working cross-functionally in a fast-paced environment.
  • Strong organizational skills and attention to detail.
  • Strong communication and interpersonal skills.
  • Ability to stay focused with a calm demeanor in stressful situations.
  • Ability to work a flexible schedule, including nights and weekends as needed.

Skills

Required:Incident assessmentCase managementStakeholder communicationCross-functional collaborationAnalytical thinkingCalm under pressure
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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