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About the role
Key responsibilities & impact- Assess incoming incidents and recommend whether cases meet the threshold for crisis implementation
- Draft concise, comprehensive case summaries for decision-makers
- Outline and drive case-management actions within incident timelines
- Research case precedent and consult stakeholders on non-standard cases
- Prepare overviews and next steps for urgent, monitoring, or implemented cases
- Draft crisis-case communications for senior stakeholders and provide details for executive notifications
- Keep stakeholders and Global Crisis Management leadership updated on case status
- Communicate with assigned cross-functional partners and share findings with the global GCM team
- Identify policy, product, or process failures and provide actionable specificity to owning teams
- Maintain accurate case-management records and raise data or backlog issues
- Review peers’ assessments for errors, missing stakeholders, and additional recommendations
- Share case and stakeholder insights with the team
- Contribute to a sustainable team culture
- Maintain case documentation and trackers for accurate analytics and clean handoffs
- Complete work within dedicated SLAs and escalate risks early
Requirements
What you’ll need- 6+ years of experience in customer support or front-line work handling escalated, sensitive cases, including crisis or survivor-facing work such as a crisis line, victim advocacy, emergency response, or trust and safety
- Proven track record of working collaboratively with multi-functional leads in a matrixed organization
- Experience working cross-functionally in a fast-paced environment
- Strong organizational skills and attention to detail
- Strong communication and interpersonal skills
- Ability to stay focused with a calm demeanor in stressful situations
- Ability to work a flexible schedule, including nights and weekends as needed
- Must live in a state where Airbnb, Inc. has a registered entity
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Remote-eligible work arrangement
- Occasional attendance at Airbnb offsites
- Reasonable accommodations during the recruitment process