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 Community You Will Join:
We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety team:
- Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability.
- Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community. Work with your regional leadership to influence stakeholders and the Safety Service Manager to mitigate risks.
- Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on tickets and other escalated issues to refine subject matter expertise.
- Work closely with fellow global and regional Team Leads in addition to maintaining a strong connection to your cross-functional partners.
The Difference You Will Make:
- Lead the team towards the execution of the company and strategic goals following the guidance of the Operations Manager, and collaborate with the OM to develop recommendations for service improvements and regional prioritization.
- Manage both team and individual performance and resources to ensure compliance with policies and SLAs.
- Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way.
- Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community.
A Typical Day:
- Keep up with day-to-day management duties such as scheduling, shift approval, team and one-on-one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc.).
- Enable professional and personal growth through supporting and challenging your team with feedback, one-on-ones, enabling opportunities, expectation-setting, and other growth tools at your disposal.
- Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability
Your Expertise:
- Minimum 6 years of overall professional experience, preferably in Operations, Customer Support, or related service-oriented environments.
- At least 2+ years of direct supervisory or people management experience, ideally within domains such as Safety, Risk/Threat Management, or Vulnerable Customer Engagement.
- Experience managing complex, escalated cases with elevated media or legal risk
- Must have prior certification in essentials in Advanced Safety Training.
- Strong understanding of evidence based best practice in handling personal safety issues using a trauma informed approach
- Strong metrics-based performance management skills
- Ability to work and solve problems independently, collaboratively, or through delegation.
- Excellent verbal and written communication skills
- Ability to understand and execute policies and procedures
- Ability to maintain confidentiality during investigation
- Should be comfortable working in rotational shifts within a 24/7 operational environment.
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.