SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 106,000 - 125,000 / annual
Airbnb's Community Crisis Management (CCM) team responds to significant safety incidents that impact or threaten the community and platform. As a Community Crisis Investigator, you will manage your own caseload and drive day-to-day crisis response operations, with defined escalation points for precedent-setting or externally exposed cases.
Your responsibilities include:
**Crisis Case Work**
Assess incoming incidents and determine whether they meet the threshold for crisis implementation, drafting clear and comprehensive summaries that enable decision-makers to act without requiring follow-up. Outline and drive case management actions needed for stakeholders to respond effectively within incident timelines. Research case precedent and consult stakeholders when cases fall outside established patterns, bringing recommended options with reasoning rather than open questions. Prepare concise overviews and next steps for urgent, monitoring, or implemented cases, and contribute team updates during regional check-ins.
**Communication and Stakeholder Management**
Draft crisis case communications for senior stakeholders and supply the case detail and assessment that executive notifications are built from. Keep stakeholders and GCM leadership proactively informed of case status before they ask. Maintain regular day-to-day communication with assigned cross-functional partners, come prepared to meetings, and bring learnings back to the global GCM team.
**Systemic Improvement**
Flag where policy, product, or process failed community members with enough specificity that owning teams can act to close the gap that allowed the incident. Maintain accurate case management tool data for your cases and raise data or backlog problems to keep the team's view of the global caseload trustworthy.
**Team Contribution**
Review peers' assessments as a second pair of eyes before submission, checking for errors, missing stakeholders, and recommendations worth adding. Share learnings from your cases and stakeholder relationships with the team. Contribute to team culture and a sustainable working environment.
**Operational Rigor**
Maintain case documentation and trackers to standards that support accurate analytics and clean handoffs within and across regions. Complete work within dedicated SLAs and raise early when cases are at risk of slipping.
**Requirements**
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 collaborating with multi-functional leads in a matrixed organization. Experience working cross-functionally in fast-paced environments. Strong organizational skills and attention to detail. Strong communication and interpersonal skills. Ability to stay focused with calm demeanor in stressful situations. Ability to work flexible schedule, including nights and weekends as needed.
