Trust and Safety Lead

Customer Experience | Portland

No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.

We are looking for an enthusiastic, passionate and smart leader who knows how motivate and inspire a team.  The Trust and Safety Lead is responsible for managing a team that keeps our guests and hosts safe.  


  • Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.
  • Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
  • Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed.
  • Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
  • Understand the top user issues and make recommendations to improve Airbnb products and policies; support team in being the voice of the customer to the rest of the company.
  • Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
  • Drive team to meet and exceed metrics expectations; understand how leverage the team to improve outcomes and take action to meet goals.
  • Able to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb.  
  • Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.


  • Experience in working with customers, preferably in a leadership role
  • Experience leading, inspiring and motivating other to meet goals and metrics
  • Strong Analytical skills; Able to tell a story with data and metrics
  • Excellent communication skills
  • Works well in ambiguity and embraces the adventure!


  • $2000 yearly employee travel coupon
  • Competitive salaries
  • Apple equipment
  • Paid time off 
  • Lunch 
  • Weekly Happy Hour
  • Much more...

Does this sound like you? Click the APPLY button now and send us your CV and cover letter.   Learn more about how Airbnb works:

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