Job Description

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company. The Trust organization within Airbnb envisions a world where anyone in the Airbnb community can host, travel and connect with peace of mind. Trust is the fundamental currency of the sharing economy, and it's at the heart of the Airbnb community. The Global Crisis Management (GCM) team within Trust Policy & Programs is responsible for:

• Developing and coordinating the execution of the company-wide response to negative incidents that threaten to undermine trust in Airbnb, including scenarios like: severe personal safety and property incidents, significant media exposure, data breaches, high-profile litigation, and more.

• Identifying vulnerabilities that could undermine trust in Airbnb, and then working with E-Team and Business Units and Platform Team leadership to collaborate on potential fixes.

We are hiring for a Global Crisis Investigator based in APAC, who will be a key liaison between GCM and the global Community Support (CS) and Trust Operations teams. This role will report into the Global Manager in San Francisco, and work closely with the Investigators to conduct thorough investigations into severe incidents that trigger the initiation of the Airbnb crisis management process. This role will be responsible for investigating escalations from CS and Communications teams to determine if the incident meets the crisis management threshold. If the crisis management process is implemented, this role will be responsible for assisting Investigators in compiling an in-depth investigation for the GCM team. Throughout the crisis activation, this role will be responsible for proper coordination with Operations teams to ensure the recommended actions are being taken to support our community and providing the GCM team with any relevant case updates as they happen. In addition, this role will be responsible for tagging and tracking the work being done related to GCM cases. You must be comfortable and confident in working on deadline under high-stress environments with the delicate subject matter of various trust and safety issues ranging from payment scams, to physical and sexual assault. We're looking for someone with prior experience in CS who wants to continue to improve their investigative and crisis management skill sets. Responsibilities:

• Support the Global Crisis Management team by coordinating closely with Community Support, Trust Operations, Communications, Legal, and additional cross-functional stakeholders.
• Thoroughly investigate incidents that could trigger the crisis management process and identify steps that can be taken to help the affected community member(s) as well as actions that should be taken to mitigate the impact to Airbnb.
• Brief and prepare overviews and investigative next steps in writing and over the phone to GCM team members.
• Tag and track all work related to GCM cases.

Requirements:

• Bachelor's Degree
• 2-3 years work experience within Trust and Safety and/or Incident Response
• Ability to work collaboratively with multi-functional leads in a matrix organization
• Excellent writing skills
• Passion for Airbnb and the mission of the company
• Experience working on projects in a fast-paced environment
• Strong organizational skills and attention to detail
• Strong verbal communications and interpersonal skills
• Maintaining enthusiasm and calm demeanor in stressful situations
• Ability to work on weekends according to business needs