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Salary: CAD 85,000 - 100,000 / 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, with defined escalation points for precedent-setting or externally exposed cases.
Key Responsibilities:
Crisis Case Work: Assess incoming incidents and determine whether they meet the threshold for crisis implementation, drafting clear and actionable summaries for decision-makers. Outline and drive case management actions needed for stakeholders to respond effectively within incident timelines. Research case precedent and consult stakeholders when cases don't fit established patterns, bringing recommended options with reasoning rather than open questions. Prepare concise overviews and next steps for urgent, monitoring, or implemented cases during regional check-ins.
Communication and Stakeholder Management: Draft crisis case communication for senior stakeholders and supply case detail and assessment for executive notifications. Keep stakeholders and Global Crisis Management leadership proactively informed on case status. Maintain regular day-to-day communication with assigned cross-functional partners, coming prepared to meetings and sharing learnings with the global GCM team.
Systemic Improvement: Flag where policy, product, or process failed community members with sufficient specificity for owning teams to act. Maintain accurate case management tool documentation and raise data or backlog problems to ensure trustworthy visibility of the global caseload.
Team Contribution: Review peers' assessments as a second pair of eyes before submission, checking for errors, missing stakeholders, and valuable recommendations. Share learnings from cases and stakeholder relationships with the team. Contribute to sustainable team culture.
Operational Rigor: Maintain case documentation and trackers to standards supporting accurate analytics and clean handoffs within and across regions. Complete work within dedicated SLAs and raise risks early.
Requirements:
- 6+ years of experience in customer support or front-line work handling escalated, sensitive cases, including crisis or survivor-facing work (crisis line, victim advocacy, emergency response, trust and safety)
- Proven track record of collaborating with multi-functional leads in matrixed organizations
- 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
- Must live in a Canadian province where Airbnb Canada, Inc. has a registered entity (currently: Ontario, British Columbia, Quebec, Alberta, Saskatchewan)
