Safety Specialist • English | Airbnb project | Cork, currently remote work from Ireland

Location - Cork (currently work from home, subject to change)

Contract: Full-time, Permanent

Salary: €28,100 + performance bonus

Start date: 13th January 2025

Shifts: across 7 am -  7 pm (shifts across 5 days a week working across the full week Monday-Sunday, please note in this role you will be scheduled to work  5 weekends out of 7, subject to change)

As part of this role you will be required to ensure the safety of the Users on our Client platform by handling urgent cases as well as inactive cases, making outbound calls/email/Messages. Rebooking for sensitive safety issues. You will pay high attention to a small detail and adhere to quality and workflows. Additionally you will work on prevention queues and extractions if associated with a Safety issue.

A day in the life of a Safety Specialist

We are looking for caring and resilient specialists, who will be able to work with 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

In this role you will develop 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.

Responsibilities, tasks and projects

You will assist with escalated issues and initiate the user dispute request process for, mainly, personal safety incidents but also some cases related to property damage that need to be escalated to the Claims department. Safety specialists are responsible for the investigation of cases involving complex damages, trauma or personal harm, or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. They maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports

We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using our client platform responsibly. Amongst other responsibilities, you’ll also be responsible for monitoring flagged and inappropriate content, and identifying and reporting trends in online risk. You will work with Safety support teams to develop and enhance our client internal policies and tools.

What we NEED you to have:

• Excellent interpersonal and communication skills, both written (email) and spoken (phone), 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.
• An interest in innovation

What’s in it for you:

Are you still thinking about it? Stable permanent job, regular training, great rewards for referring your friends, multilingual exposure, Community projects and way more!

We also care about your wellbeing! From day 1 you get free access to benefits like complimentary GP service, Occupational Health Advisor, or Vision Eye Test.

Do you want private medical insurance coverage? We work with VHI to provide contributions towards your chosen medical insurance plan (tenure based)

Transport: Do you have a car? Free onsite car parking. Would you prefer cycling? We can offer a bike to Work tax relief. Are you more likely to get the bus? Bus  tax saver scheme.

In the office, you’ll enjoy our inspiring, fun and innovative space with ‘relax’ and ‘play’ areas, brand new gym, subsidized canteen and coffee station.

Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

Free Psychology Service 

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.