Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.

The Community You Will Join: 

The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.

The Service Delivery Ops team, as part of the Trust Operations PIO (Platform Integrity Operations) structure, is responsible for reviewing users or reservations for risks to our users or the Airbnb platform. They work on complex cases, build subject matter expertise around online/offline risks, and support enablement initiatives across Trust Operations. This role is within the Trust PIO team as a Performance Coordinator, where the core work is to review the work of the PIO team members and provide feedback on the Jira cases managed by them. Additionally, the role requires the person to support quality improvement initiatives that impact the Trust Ops teams and act as an advocate for quality assurance and enhancement.

The Difference You Will Make:

You will be responsible for working with your team to ensure that daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users or the Airbnb platform. You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focusing on analyzing online patterns and trends. Additionally, serve as a subject matter expert of user knowledge operations to successfully complete core work and escalations.

A Typical Day: 

• Educate users on how to maintain security and safety while using Airbnb responsibly
• Investigate complex situations and potential brand risks surfaced in high volume queues 
• Work with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
• Understand our risk systems and investigate account patterns 
• Identify and escalate trends and product vulnerabilities to stakeholders
• Maintain high levels of confidentiality while performing investigations
• Comprehensively document investigations
• Develop and maintain a comprehensive understanding of the purpose of User Knowledge Operations
• Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.
• Demonstrate great judgment and be open to sharing what you know with others.
• Maintain a balance between fraud prevention measures and ensuring a positive customer experience.
• Identify vulnerabilities in products and anticipate potential fraudulent behaviors.
• Conduct impartial, fact-based investigations and analyze data to identify patterns and draw actionable conclusions.

Your Expertise:

• 2-4 years of experience in a similar role, working specifically in risk management, fraud prevention, or Trust and Safety
• Availability for a regular 40-hour work schedule, including weekends, public holidays, and potentially evening or early morning shifts, mutually agreed upon with your Lead.
• Excellent interpersonal and written communication skills for tactful and diplomatic community assistance.
• Strong problem-solving, critical thinking, and analytical skills, with the ability to work independently amidst changing priorities.
• Self-motivated, strong attention to detail, and a focus on solutions and outcomes.
• Strong investigative ability, due diligence, and internet research skills.
• Desire and adaptability to work in a fast-paced, dynamic environment.
• Ability to multitask, learn, and adapt to new technologies.
• Capacity to remain calm in time-sensitive situations and prioritize user and cross-functional team needs.
• Familiarity with SQL, JSON, or other coding languages is a plus.
• Familiarity with the Google suite: mail, docs, sheets, and slides Mac OS Experience with customer ticketing systems
• Fluency in additional languages is advantageous.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at off-sites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

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 is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.