Appeals Associate (contract)

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

Our community is based on connection and belonging.
Our creativity allows us to imagine new possibilities for people.
Our responsibility is to all of our stakeholders.
It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.

Summary

We 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: 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 evaluate the circumstances of a case holistically, properly identify relevant circumstances to determine an outcome, communicate empathetically, use good judgment, and be quick in decision making, with the goal of providing the best support possible for the community.

This is a full time position based in Canada. 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.

Responsibilities

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 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

Combining efficiency with quality:

Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution

Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed

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.

Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners

Displays openness and approachability when resolving issues

Understands key drivers of your role and how they relate to one another

Qualifications

Your background & experience

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 required, as well as evening shifts. Your schedule can change to meet business needs

Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials

Your Skills & Expertise

Very 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 time

Basic computer literacy, including Apple/Mac OS and Google Suite

Language proficiency in English, other languages are a plus

Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders

Degree or 2+ Years of experience in customer service required

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: CAD $25/hr

Benefits: Medical, Dental, Vision, 401K

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