Crisis Response Specialist

Singapore, Singapore

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. This is an opportunity to join a fast growing team with a tremendous purpose.

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 Mandarin.

Responsibilities

  • Assisting with escalated issues 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
  • Monitoring flagged and inappropriate content and identifying trends in online risk
  • Working with Trust & Safety lead to develop and enhance internal policies and tools
  • Investigating cases involving complex damages, potential fraud, or brand risk
  • Evaluating both property damages and personal property damages
  • Maintaining high levels of confidentiality while performing investigations
  • Comprehensively documenting investigations through written reports
  • Interfacing with internal communications and social media teams

Requirements

  • 1-2 years of applicable experience, preferably in e-commerce, conflict resolution, fraud or risk investigations, and/or crisis management
  • Language skills: Fluent English in addition to either French, German, Italian or Spanish and ideally one other European language Bachelors Degree or equivalent
  • 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 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
  • 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 – 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

Benefits

  • $2000 yearly travel coupon
  • Paid time off
  • Apple equipment
  • Competitive Salary
  • Weekly Happy Hours
  • Centrally located, beautiful office
  • Unlimited snacks and drinks
  • Access to gym and pool
  • Much more.... 

Apply Now