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Job description:
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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:
When a significant severe safety
incident impacts, or threatens to
impact, our community or company, the
Community Crisis Management (CCM) team
works to coordinate a swift and
effective response across the company to
mitigate any continued damage. The team
is responsible and accountable for
immediate decisions, managing the
cross-functional response to severe
safety crises on the platform, keeping
Airbnb leadership properly informed and
involved, and for alerting relevant team
leaders to any root causes or
vulnerabilities that may have been
uncovered throughout the response.
The Difference You Will Make:
As a Community Crisis Investigator, you
carry your own caseload and run the
day-to-day response, with a defined
check-in point for the calls that set
precedent or carry external exposure.
You assess incidents and bring what you
learn back to the team.
A Typical Day:
Crisis Case Work
Assess incoming incidents and recommend
whether a case meets the threshold for
crisis implementation, drafting
summaries concise and comprehensive
enough that the decision-maker can act
on them without sending them back.
Outline and drive the case management
actions needed for stakeholders to
respond effectively, keeping the
response moving inside the incident’s
timeline.
Research case precedent and consult
stakeholders when a case does not fit an
established pattern, and bring your
recommended option with its reasoning
rather than an open question.
Prepare concise overviews and next steps
for urgent, monitoring, or implemented
cases, and note team updates or
housekeeping items during regional
check-ins.
Communication and Stakeholder Management
Draft crisis case communication for
senior stakeholders, and supply the case
detail and assessment that executive
notifications are built from.
Keep stakeholders and GCM (Global Crisis
Management) leadership current on case
status proactively, before they ask.
Hold day-to-day communication with your
assigned cross-functional partners:
maintain regular contact, come prepared
to the agenda, and bring what you learn
back to the global GCM team.
Systemic Improvement
Flag where policy, product, or process
failed the community member, with enough
specificity that the owning team can
act. The goal is closing the gap that
allowed the incident, not only resolving
the incident.
Keep the case management tool accurate
for your own cases and raise data or
backlog problems you notice, so the
team’s view of the global caseload
stays trustworthy.
Team Contribution
Review peers’ assessments as a second
pair of eyes before submission, checking
for errors, missing stakeholders, and
recommendations worth adding.
Share what you learn from your cases and
stakeholder relationships with the team.
Contribute to team culture and to a
working environment where people can do
this work sustainably.
Operational Rigor
Maintain case documentation and trackers
to a standard that supports accurate
analytics and clean handoffs within and
across regions.
Complete work within the dedicated SLAs,
and raise it early when a case is at
risk of slipping rather than after it
has.
Your Expertise:
6+ years of experience in customer
support or front-line work handling
escalated, sensitive cases, including
crisis or survivor-facing work such as a
crisis line, victim advocacy, emergency
response, or trust and safety.
Proven track record of working
collaboratively with multi-functional
leads in a matrixed organization.
Experience working cross-functionally in
a fast-paced environment.
Strong organizational skills and
attention to detail.
Strong communication and interpersonal
skills.
Ability to stay focused with a calm
demeanor in stressful situations.
Ability to work a flexible schedule,
including nights and weekends as needed.
Your Location:
This position is Canada - Remote
Eligible. The role may include
occasional work at an Airbnb office or
attendance at offsites, as agreed to
with your manager. While the position is
Remote Eligible, you must live in a
province where Airbnb Canada, Inc. has a
registered entity. Currently we can hire
in the following provinces: Ontario,
British Columbia, Quebec, Alberta, and
Saskatchewan. This list is continuously
evolving, so please check back with your
recruiter on what provinces you are
eligible to work from.
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.
We strive to also provide a disability
inclusive application and interview
process. If you are a candidate with a
disability and require reasonable
accommodation in order to submit an
application, please contact us at:
[email protected].
Please include your full name, the role
you’re applying for and the
accommodation necessary to assist you
with the recruiting process.
We ask that you only reach out to us if
you are a candidate whose disability
prevents you from being able to complete
our online application.
We use automated tools to help our
recruiting team efficiently screen a
large volume of applications. All final
hiring decisions are made by a human
reviewer.
This role is for an existing vacancy
within the organization. How
We'll Take Care of You:
Our job titles may span more than one
career level. The actual base pay is
dependent upon many factors, such as:
training, transferable skills, work
experience, business needs and market
demands. The base pay range shown below
is annualized, is subject to change and
may be modified in the future. This role
may also be eligible for bonus, equity,
benefits, and Employee Travel
Credits.Canada Annual Pay
Range$85,000—$100,000 CAD
Reasonable Accommodations: We are
committed to providing reasonable
accommodations throughout the
recruitment process for applicants with
disabilities. If you need assistance, or
an accommodation, please let your
recruiter know once you are contacted
about a role.
A Note on Recruiting Scams: Scammers
sometimes pose as Airbnb recruiters to
get money or personal information from
candidates. A few things that will
always be true for Airbnb’s hiring
process: our open roles are posted on
Airbnb’s Career’s Page at
careers.airbnb.com, and our recruiters
correspond only from @airbnb.com or
@ext.airbnb.com email addresses. Our
recruiters will never ask for your
Social Security number, bank account
details, passport, or payment app
information while you are
interviewing. We’ll also never
ask you to pay a fee, send money,
deposit or cash a check, or purchase
work-related equipment (such as a
company laptop) during the interview
process. We encourage candidates to
remain vigilant of these recruiting
scams and not share sensitive
information if you do not believe an
individual is actually affiliated with
Airbnb.
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