Airbnb01.05.2026
Safety Specialist
Japan
Обязанности
- 01Look after a variety of Safety concerns for the community, including Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking
- 02Properly identify threatening and harmful circumstances
- 03Provide the best support possible for the Survivors and restore their status quo
- 04Assist with escalated issues and initiate the user dispute request process for personal safety incidents
- 05Investigate cases involving trauma or personal harm or brand risk
- 06Negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution
- 07Maintain high levels of confidentiality while performing investigations
- 08Comprehensively document investigations through written reports and summaries
- 09Educate hosts and guests to promote positive experiences and maintain security and safety
- 10Manage cases involving damages
- 11Monitor flagged and inappropriate content
- 12Identify and report trends in online risk
- 13Work with Safety support teams to develop and enhance internal policies and tools
- 14Establish and maintain rapport with community members, other team members and key stakeholders
- 15Recognize case type/severity while de-escalating crisis and managing other people’s emotions
- 16Fully understand policies and their rationale, while implementing them to ensure the best interest of the community is satisfied
- 17Work with Safety Lead to develop and enhance internal policies, processes and tools
- 18Ensure metrics driven performance
- 19Manage cases with varying complexities involving safety concerns, using trauma informed methodology and best practices
- 20Implement emergency plans and communicate them in an effective and sensitive manner to individuals needing support
- 21Summarize incidents, collaborate across various support teams and keep key stakeholders informed
Требования
- 011+ years of experience in a similar role
- 021+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
- 03Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service
- 04Ability to plan, prioritise and organise tasks and communications
- 05Ability to learn and adapt to new technologies
- 06Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner
- 07Excellent time management, negotiation and conflict resolution skills
- 08Passion for innovation with a ‘work smarter’, solution and action oriented mindset
- 09Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
- 10Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
- 11Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care
- 12Ability to work under pressure and quick decision making when faced with conflicting demands
- 13Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
- 14University Degree and/or 3+ years relevant experience
- 15Fluent Japanese and English (Spoken and Written) are essential