Senior Support Specialist, Safety

📋 Description

• Manage complex cases end-to-end to resolve customer issues following workflow methodology and
• Interact with Airbnb customers and community members using all current and future channels
• Recognize the type and severity of cases and handle them appropriately based on scope of service
• Guide resolution of cases requiring greater discernment or deviating from standard procedure
• Operate with minimal management support on most case management tasks
• De-escalate situations and find the best solution by reading between the lines of user

🎯 Requirements

• At least 4 years of relevant experience in customer service, mediation, emergency services, Trust
• Experience in hospitality is a plus, especially for technology platforms
• Ability to work weekends, holidays, early mornings, and evenings; schedule may change to meet
• Ability to work in a high-pressure environment with sensitive, confidential, and potentially
• Strong interpersonal and communication skills, both written and verbal, including conflict
• Ability to organize high workload, multitask, and prioritize while meeting schedules including