We are looking for enthusiastic, dedicated crisis management investigators who will be able to help our hosts and guests when they need us the most.
What will you expect:
- Assisting with escalated issues and initiating the user dispute request process
- Investigating both sides of incident disputes and negotiating collaboratively
- Verifying facts and reaching policy-based determinations for effective resolution
- Working to educate our hosts and guests to promote positive experiences
- Educating users on how to maintain security and safety while using Airbnb responsibly
- Monitoring flagged and inappropriate content and identifying trends in online risk
- Working with Trust & Safety support teams to develop and enhance internal policies and tools
- Investigating cases involving complex damages, trauma or personal harm, or brand risk
- Evaluating both property damages and personal property damages
- Maintaining high levels of confidentiality while performing investigations
- Interfacing with internal communications and social media teams
It will be good if you have:
- Background in advocacy, crisis management, or e-commerce customer service experience in risk management or related Trust and Safety field.
- Language skills: Fluent English and Fluent Mandarin both verbal and written
- Must be available for a regular schedule of 5 days work week (40 hours), mutually agreed with your Lead, able to work on weekends and public holidays.
- Bachelor’s Degree or equivalent and knowledge of a second (market-specific) language
- Strong verbal (phone) and written (email) interpersonal communication skills
- Passion for dispute resolution and a drive for results
- Detail Oriented - you do your due diligence when completing an investigation
- Background in advocacy, crisis response, dispute mitigation, or emergency response management
- Background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues
- Ability to learn and adapt to new technologies
- Solid judgment and a strong moral compass
- Excellent problem solving, critical thinking and customer service skills
- Calm and empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
- Ability to multi-task, organize and work with rapidly changing priorities.
- Innovative and passionate about continued process improvement.
- Idea-driven, confident and articulate.
Together, we work hard, we laugh a lot, and we are passionate about working to create the most trusted community in the world.
If you want to join us, Click on the "Want To Visit" button to let us know you're keen to be part of the high growth dynamic team!