Greenhouse ·
full-timeSupport Specialist, Safety
Airbnb · Canada
Airbnb is a global online marketplace that connects travelers with hosts offering short‑term stays and experiences. The Support Specialist, Safety role is a full‑time, remote position based in Canada that sits in the Community Support contact centre. The day‑to‑day work involves receiving and triaging reports of serious safety issues such as discrimination, personal threats, domestic violence, self‑harm, child exploitation and human trafficking across chat, phone and social channels. The specialist conducts end‑to‑end case management, assesses severity, follows established workflows, escalates when required and documents best‑practice guidance. The job demands empathetic, clear communication, quick judgment, and the ability to handle high‑pressure situations while maintaining confidentiality. Candidates should have strong verbal and written communication, experience in customer service or crisis handling, good problem‑solving skills, and a willingness to adapt to shifting priorities and team assignments. The role suits people who are comfortable dealing with sensitive topics, can manage complex cases, and are motivated to protect the safety of the Airbnb community.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make: 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: Discrimination, 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 properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo. This is a full time position based in Canada - Remote. 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. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. A Typical Day: The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. 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 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, as well as early morning / 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 a
| Role | Support Specialist, Safety |
|---|---|
| Company | Airbnb |
| Location | Canada |
| Compensation | Not disclosed |
| Posted | 2026-09-29 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Airbnb
Airbnb is a global platform that facilitates travel and accommodation by connecting guests with hosts. Since its inception in 2007, the company has grown from its first three guests to hosting 1.5 billion arrivals. The platform operates through a network of 5 million hosts who provide lodging options to travelers worldwide. Airbnb maintains a global creative community and emphasizes a flexible work environment for its employees, allowing them to live and work in various locations where regulations permit.
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