Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
- Handle cases with complexities with the highest level of service
- Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
- Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team
- Understand how to summarize user issues and escalate to leadership as needed
- Manage multiple user cases at the same time while remaining efficient, professional and organized
- Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and phone.
- Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
- Adapt to your schedule & its potential modifications based on business needs
- Be a team player & support operational success as directed by your Management
- Demonstrate and share best practices with teammates to drive success at the global service level
- Participate in roundtable discussions for upcoming changes and launches
The Difference You Will Make:
- You will look after a variety of Safety concerns for our community, including but not limited to:Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population.
- Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo.
- Adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.
A Typical Day:
- Operational Excellence Competencies
- Shows constant improvements in the quality of work with limited supervision
- Shares regular feedback from the community with the senior stakeholders to improve the quality of our services
- Shares knowledge with less experienced team members
- Shows willingness to take on new projects/assignments
- Communication Competencies
- Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact
- Understands when written messages are appropriate and when to choose other forms of communication
- Shares knowledge with less experienced team members Uses effective cross cultural communication
- Analytical Competencies
- Develops a nuanced perspective based on facts and data
- Plans proactively for short to medium term goals
- Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals
- Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives
- Self & Interpersonal Competencies
- Shows awareness of individual's strengths, blind spots and areas of development
- Perseveres to find the goals deeper Why' behind policies, processes, and workflows
- Keeps team objectives community above individual aspirations
- Embraces challenges that require new skills and knowledge
- Recognizes conflicts and seeks support to resolve difficult situations
- Pushes oneself towards the best possible outcomes for the Airbnb community
- Maintains composure in crisis situations
Your Expertise
- Your background & experience
- 4+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
- Graduation is a must from any AICTE recognised university.
- Hospitality experience is a plus, in particular working for technology platforms.
- Ability to work weekend days and public holidays required, as well as evening shifts.Your schedule can change to meet business needs
- Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials
- Your skills & expertise
- Excellent interpersonal and communication skills, both written and spoken, including conflict resolution.
- Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations
- Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time
- Language proficiency in English
- Ability to understand and execute policies & procedures
- Ability to maintain confidentiality during investigation
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Skills Required
- 4+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role
- Hospitality experience, particularly working for technology platforms
- Ability to work weekend days and public holidays, and evening shifts
- Ability to manage sensitive and potentially traumatic information
- Excellent interpersonal and communication skills, including conflict resolution
- Ownership mentality and business mindset
- Ability to manage time and prioritize tasks
- Language proficiency in English
- Ability to execute policies and maintain confidentiality
Airbnb Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Airbnb and has not been reviewed or approved by Airbnb.
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Fair & Transparent Compensation — Pay ranges and total compensation components are increasingly disclosed, and country-level pay practices avoid location-based cuts, which feedback suggests improves consistency and perceived fairness.
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Healthcare Strength — Comprehensive core health coverage for employees, mental health resources, and substantial dependent support are repeatedly highlighted as robust and a standout element of the package.
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Leave & Time Off Breadth — Generous PTO, a winter shutdown, sabbaticals, and paid volunteer time are described as extensive, with parental leave and phased return options reinforcing time-off flexibility.
Airbnb Insights
What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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