Operations Investigations Specialist - 1 (contract)

This temporary assignment will be working at Airbnb, and may involve working at an Airbnb site, you will however be contracted through Magnit Global, a UK registered employment business with the company registration number 05537535.

Temporary work opportunities align well with people who are looking for career flexibility and less traditional ways of working, but at the same time are people driven to deliver amazing work in high-profile situations. Magnit Direct Sourcing is a service offered by Magnit Global that provides top talent directly to industry leading clients who have flexible temporary assignments that work on a variety of projects and unlock opportunities for exciting work.

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.
  
  

The Difference You Will Make

In the Operations Investigations Job Family, you will be responsible for working with your team to ensure that daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users or the Airbnb platform. You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focusing on analysing online patterns and trends. Your scope within the role is outlined below and your level is defined by the Airbnb Levels Framework.

Responsibilities

• To support Trust team in making sure tickets and queues are within service level agreement
• Educate users on how to maintain security and safety while using Airbnb responsibly
• Investigate complex situations and potential fraud surfaced in escalations
• Understand our risk systems and investigate account patterns
• Maintain high levels of confidentiality while performing investigations
• Comprehensively document investigations
• Develop and maintain a comprehensive understanding of online fraud
• Demonstrate great judgment and be open to sharing what you know with others.
  
  

Technical Skill Requirements

• Familiarity with the Google suite: mail, docs, sheets, and slides
• Mac OS
• Experience with customer ticketing systems
• 1-2 years of experience within risk management, fraud prevention, or Trust and Safety
• Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays.
• Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience.
• Excellent problem solving, critical thinking, analytical, ability to organise and work independently with rapidly changing priorities
• Strong investigative ability, internet research, organisational, and analytical skills.
• Ability to multitask, learn and adapt to new technologies.
• Ability to remain calm in time sensitive situations
• Detail oriented:­ you do your due diligence when completing an investigation
  
  

Our commitment to inclusion & belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

Magnit Global is a leading, global professional services and technology company. We have been a leader in contingent workforce management since 1991 and work with leading Fortune 500 companies and other large organizations across numerous verticals including consumer electronics, research and development, pharmaceuticals, health services, and many more. To do our best work we need different viewpoints. Therefore, we celebrate diversity and embrace inclusion. As an equal opportunity employer, we are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure that we maintain a positive and enriching work environment for all.