Specialist, Safety

Role Overview

Airbnb started in 2007 when two hosts opened their San Francisco home to three guests. Since then, the platform has grown to millions of hosts and billions of guest arrivals across nearly every country, helping people experience communities in a more authentic way.

This role is focused on safety-related community support, with responsibility for handling a wide range of sensitive issues such as discrimination, threats to personal safety, domestic violence, suicide or self-harm, child exploitation, physical assault, sexual assault, drug-related activity, sex work, and human trafficking.

The right candidate will be skilled at identifying harmful or threatening situations, communicating with empathy, making sound decisions quickly, and supporting survivors in a way that helps restore stability and trust.

This is a full-time remote role based in Canada and sits within a frontline contact center environment. It requires strong communication, customer service, and problem-solving abilities, along with the capacity to work in a fast-moving setting, sometimes under pressure, while maintaining professionalism, confidentiality, and a flexible, proactive mindset.

The position may evolve as business needs change. You may be asked to move between teams within Community Support or take on responsibilities outside the initial scope of the role.

Key Responsibilities

The duties below are not complete and may shift over time as needed.

• Support Airbnb guests, hosts, and community members through all available channels, including live chat, social platforms, in-product messaging, and phone.
• Own complex cases from start to finish and work toward resolution by following internal workflows and management guidance.
• Identify the case type and level of severity, route issues correctly within scope, and escalate to the right teams when necessary.
• Handle moderately severe or complex casework with close supervision.
• Recognize and evaluate risky, threatening, or harmful behavior.
• Show accountability and sound judgment, and step outside standard workflows only when management approval is obtained.
• Actively receive feedback from management, quality teams, and clinical staff, then apply it quickly to improve work quality.
• Consider multiple viewpoints when reviewing situations or problems.
• Present more than one possible solution when working through an issue.
• Work more closely with senior stakeholders when supported by management.
• Manage a higher case volume without lowering the quality of service or resolution.
• Contribute to service improvements by helping document procedures, best practices, and operating norms when requested.
• Share technical, functional, or subject-matter guidance with less experienced teammates.
• Build working relationships with other delivery teams and key functional partners.
• Approach issue resolution with openness and a collaborative attitude.
• Understand how the core drivers of the role connect and influence each other.

Experience and Background

• At least 3 years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar contact center role handling calls and customer/client interactions.
• Hospitality experience is considered an advantage, especially if it involved work with technology platforms.
• Availability to work weekends, public holidays, and early morning or evening shifts, with schedules that may change according to business requirements.
• Comfort working in a high-pressure environment involving sensitive, confidential, and potentially traumatic images, conversations, and materials.

Skills and Expertise

• Strong written and verbal communication skills, including conflict resolution.
• Ability to manage a large workload, multitask, prioritize effectively, and work within fixed schedules that include breaks, lunches, and training time.
• Basic computer skills, including Apple/Mac OS and Google Workspace.
• Excellent English proficiency; additional languages are a plus.
• Ability to assess risk accurately, judge urgency, and share the most relevant information with stakeholders.
• Adaptability when taking on new tasks, responsibilities, or priorities.
• Proactive, resilient approach to change and new challenges.
• Flexibility to adjust to evolving job duties and potentially move to a new team.

Location

This is a remote-eligible position in Canada. Occasional work from an Airbnb office or attendance at offsites may be required, subject to agreement with your manager.

You must live in a province where Airbnb Canada, Inc. has a registered entity. At present, hiring is available in Alberta, Ontario, British Columbia, Quebec, and Saskatchewan, though this list may change over time.

Inclusion and Accessibility

Airbnb aims to reach the widest possible talent pool and values diverse perspectives as a driver of innovation and engagement. All qualified candidates are encouraged to apply.

The company also supports an accessibility-friendly application and interview process. Candidates with disabilities who need reasonable accommodation to complete the application process may request support by contacting reasonableaccommodations@airbnb.com and including their full name, the role title, and the accommodation needed.

This contact should be used only when a disability prevents completion of the online application.

Automated tools may be used to help screen applications efficiently, but all final hiring decisions are made by a human reviewer.

This is a newly created role and does not replace an existing position.

Compensation and Benefits

The base salary is influenced by multiple factors, including training, transferable skills, work experience, business needs, and market conditions. The posted base pay range is annualized and may change in the future.

This role may also qualify for bonus, equity, benefits, and Employee Travel Credits.

Canada annual pay range: CAD 63,000 to CAD 63,000.