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About the role
Key responsibilities & impact- Assess incoming incidents and recommend whether a case meets 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 for cases outside established patterns
- Prepare overviews and next steps for urgent, monitoring, or implemented cases
- Draft crisis case communications for senior stakeholders and executive notifications
- Keep stakeholders and Global Crisis Management leadership current on case status
- Communicate with assigned cross-functional partners and share learnings with the global GCM team
- Identify policy, product, or process failures and provide actionable detail to owning teams
- Maintain accurate case management data, documentation, trackers, and SLAs
- Review peers’ assessments and share case and stakeholder learnings with the team
- Contribute to a sustainable team culture and working environment
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 Ontario, British Columbia, Quebec, Alberta, or Saskatchewan
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Reasonable accommodations throughout the recruitment process for applicants with disabilities