Safety Specialist

About the Company

Airbnb began in 2007 when two hosts opened their San Francisco home to three guests. Since then, it has expanded into a global platform with more than 5 million hosts and over 2 billion guest arrivals across nearly every country. Each day, hosts create distinctive stays and experiences that help travelers connect with local communities in a more genuine way.

Role Overview

This Safety Specialist role focuses on handling complex safety-related situations for the community with care, accuracy, and urgency. The position requires strong judgment, calm decision-making, and the ability to support users in sensitive and often high-pressure circumstances.

Key Work Areas

• Manage complicated cases while maintaining the highest standard of service.
• Identify the type and seriousness of each case and route it correctly within scope, escalating to other teams when needed.
• Build a strong working knowledge of complex procedures and follow them carefully, while also using ownership and judgment to raise concerns or deviate appropriately in coordination with management.
• Summarize user issues clearly and escalate significant matters to leadership when required.
• Handle several cases simultaneously in an organized, efficient, and professional manner.
• Communicate with Airbnb customers and community members across current and future support channels, including live chat, social platforms, messaging, and phone, both within and outside internal tools.
• Provide timely resolution and fast, efficient support to users and operations.
• Adjust to schedule changes based on business requirements.
• Work collaboratively as a team member and contribute to operational performance as directed by management.
• Share proven approaches with teammates to support success at a global service level.
• Take part in roundtable discussions related to new launches and upcoming changes.

Safety Case Scope

The role covers a broad range of safety matters, including personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical assault, sexual misconduct, drug-related activity, sex work, human trafficking, and abuse of vulnerable populations.

What Success Looks Like

• Recognize dangerous or harmful situations accurately and respond with empathy, sound judgment, and quick decisions.
• Support survivors in the most helpful way possible while working to restore their normal situation.
• Stay flexible, proactive, resourceful, and efficient in a fast-moving environment, even when under pressure.
• Maintain a high level of professionalism and confidentiality at all times.

Day-to-Day Competencies

• Continuously improve quality of work with limited supervision.
• Provide regular community feedback to senior stakeholders to help improve services.
• Share knowledge and guidance with less experienced team members.
• Take on new projects and assignments willingly.
• Use visual aids effectively in presentations and choose the right communication format for each situation.
• Communicate across cultures effectively and know when written communication is appropriate.
• Draw practical conclusions from facts and data.
• Plan ahead for short- to medium-term goals.
• Offer consistent updates, feedback, and progress measurements.
• Understand how team priorities connect to business objectives and how decisions affect outcomes.
• Know personal strengths and development areas.
• Keep asking why behind policies, processes, and workflows.
• Put community goals ahead of individual preferences.
• Welcome challenging work that requires new learning.
• Seek support when conflicts or difficult situations arise.
• Work toward the best possible outcome for the Airbnb community.
• Remain composed during crisis situations.

Experience and Background

• At least 4 years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact-center role involving calls and customer/client interactions.
• A graduation degree from an AICTE-recognized university is mandatory.
• Hospitality experience is an added advantage, especially with technology platforms.
• Must be able to work weekends, public holidays, and evening shifts, and the schedule may change to meet business needs.
• Should be comfortable working in a high-pressure setting involving sensitive, confidential, and potentially traumatic images, conversations, and materials.

Skills and Abilities

• Strong written and verbal communication.
• Interpersonal skills and conflict resolution.
• Ownership mindset and business awareness.
• Ability to make decisions in ambiguous situations.
• Time management, prioritization, and task organization.
• Ability to follow schedules, including breaks, lunches, and training time.
• English language proficiency.
• Ability to understand and apply policies and procedures.
• Ability to preserve confidentiality during investigations.

Inclusion Statement

Airbnb states that it is committed to reaching the widest possible talent pool and believes diverse perspectives support innovation and stronger products and services. Qualified candidates from all backgrounds are encouraged to apply.

Compensation and Benefits

The base pay range for India is annualized and includes allowances. The stated range is ₹880,000 to ₹1,020,000 INR per year. Actual pay depends on factors such as training, transferable skills, work experience, business needs, and market demand. This role may also be eligible for bonus or incentive payments, one or more equity programs, benefits, and Employee Travel Credits. The amount and structure of compensation may change in the future.