Airbnb Project - Safety Support Line Specialist

Location - Cork (Currently Work From Home in Ireland)

Contract: Full-time, Permanent

Salary: €28,100 gross p/a + performance bonus

Hours of Operation:  shifts across 7am - 7pm across the full week (4 days rotation across Monday - Sunday), subject to change; please note that the initial training will be delivered on a 5 days per week schedule (Monday-Friday) for the first 3-4 weeks. 

As part of your role you will ensure the immediate safety of the Airbnb community by handling urgent Inbound calls, rebooking for sensitive safety issues, and supporting users through emergency situations they might find themselves in. You will pay high attention to small details and adhere to quality and workflows. Additionally, you will work on check-in prevention queues and extractions. 

The position requires both written and verbal support through emails, messages, and calls. For calls, these are transferred through to our team from the customer support team if and when an urgent safety situation arises for a Host or Guest. For the written support, we receive case volume into our inboxes in between calls via the queue management system which we can work on throughout the day.

A day in the life of a Safety Support Line Specialist

We are looking for talented people, who will look after a broad variety of Safety Concerns, that include: Personal Safety Threats that also include unauthorized parties, Drugs activity, Sex activity, Privacy Violations, undisclosed cameras and Extractions

You will demonstrate an expert level understanding of threatening and harmful circumstances, empathetic communication and quick decision making, with the goal of helping to mitigate the negative impact for the reporting users

What we NEED you to have:

• Excellent interpersonal and communication skills, both spoken (phone) and written (email), to help our community in a tactful and diplomatic manner.

• Excellent time management, negotiation and conflict resolution skills.

• Passion for innovation with solution and action oriented mindset.

• 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 learn and adapt to new technologies

• Maintaining high levels of confidentiality while performing investigations.

What we would LOVE you to have:

• 1+ years of experience in customer service, mediation, emergency services or a similar role.

Benefits:

⧫ Permanent employment contracts, ⧫ Performance based bonus ⧫ Free Psychology Service ⧫ Great rewards for referring your friends: consistent bonuses and prizes ⧫ Multilingual exposure - improve your spoken and written language skills ⧫ Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our ‘relax’ and ‘play’ areas! ⧫ Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long ⧫ Private medical insurance coverage (tenure based) – we work with one of the best suppliers - VHI where you will benefit from a Professional Package ⧫ Bike to work tax relief ⧫ Pension scheme ⧫ Maternity and Paternity leave ⧫ Onsite Doctor ⧫ Subsidised Canteen in the office

What happens next?

Apply now and if you're successful with your initial application, our Recruitment department will be in touch within 7 days.

You are not fully sure your profile matches all the requirements? Don’t hesitate to apply anyway! We wouldn’t like to miss the opportunity of meeting a great candidate.