Trust and Safety Investigator

Customer Service | Singapore

Please Note:  This position is based in Singapore and you must live and have work eligibility there.  The ideal candidate will be multilingual - you must speak fluent English and either Mandarin, Cantonese or another Asia language.

Join our dedicated Trust & Safety Team!

We believe people are fundamentally good. We also believe people deserve peace of mind. In order to achieve that, Airbnb is creating a cross-functional task-force to provide the support necessary to make our community safer. Our Trust & Safety department is focused on User Policing, Community Defense, Guarantee and Collections. As a Trust and Safety Investigator, you will work in one of three different functions depending on your qualifications and experience. This is an opportunity to join a fast growing team with a tremendous purpose. We are looking for people with some combination of:

  • 1-2 years of applicable experience, preferably in e-commerce, customer support, fraud or risk prevention
  • Bachelors Degree or equivalent
  • Strong understanding of e-commerce environment and related user issues
  • Strong verbal (phone) interpersonal communication skills
  • Passion for dispute resolution and a drive for results
  • Background in technology,online media/services and/or fraud and/or investigation
  • Ability to learn and adapt to new technologies
  • Solid judgment and a strong moral compass
  • Excellent problem solving,critical thinking and customer service skills
  • Ability to multi-task, organize and work with rapidly changing priorities – you will be responsible for up to 20 cases at a time
  • Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one


Responsibilities will include a combination of the following depending on your function. You will be dealing directly with users via phone or email to achieve the following:

  • Assisting our users over the phone with escalated situations and initiating the user dispute request process
  • Investigating both sides of incident disputes, verifying facts, and determining resolutions based on internal policies
  • Working to deliver a better understanding of Airbnb processes to our users in a customer facing manner
  • Educating users on how to maintain security and safety while using Airbnb responsibly
  • Estimating both property damages and personal property damages
  • Working with Trust & Safety manager to develop and enhance internal policies
  • Investigating complex damages and potential fraud
  • Monitoring flagged and inappropriate content
  • Handling our Host Guarantee and security deposit cases or questions
  • Investigating scammers, scrapers and fraud cases and recognizing fraudulent/suspicious trends
  • Collecting payment for losses related to property damage
  • Maintaining high levels of confidentiality while performing investigations
  • Comprehensively documenting investigations
  • Interfacing with law enforcement agencies
  • Helping to close the loop on escalated incidents and mitigating any potential blow back

Benefits

  • $2000 yearly travel coupon
  • Paid time off
  • Apple equipment
  • Competitive Salary
  • Weekly Happy Hours
  • Much more....



 

 

 


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