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Airbnb is seeking an experienced Customer Support Specialist focused on Safety to join its Community Support team in Singapore. This is a full-time, in-office frontline role handling complex safety cases involving discrimination, personal safety threats, domestic violence, suicide/self-harm, child exploitation, physical assault, sexual assault, drugs activity, sex work, and human trafficking.
You will interact directly with Airbnb customers and community members through multiple channels including live chat, social platforms, messaging, and phone. Your core responsibilities include end-to-end management of complex safety cases, recognizing case severity and escalating appropriately, assessing threatening and risky behaviors, and demonstrating ownership and good judgment in case resolution. You will work under close supervision initially, handling cases at varying degrees of complexity while remaining highly receptive to feedback from management, quality, and clinical staff teams.
Beyond case management, you will contribute to Safety Service improvements by documenting best practices and operational knowledge, providing mentorship to less experienced team members, and engaging with other Delivery teams and functional partners. You must balance efficiency with quality, handling larger case volumes without compromising interaction quality or resolution outcomes.
This role requires flexibility to adapt to changing business needs, including potential reassignment to different teams within Community Support and evolving responsibilities. You will work in a fast-paced, high-pressure environment sometimes handling sensitive, confidential, and potentially traumatic materials. Schedule flexibility is essential, including weekend days, public holidays, and early morning/evening shifts as needed.
Requirements:
- 3+ years of relevant experience in customer service, emergency services, or similar contact center roles involving customer/client interactions
- Hospitality experience preferred, particularly with technology platforms
- Ability to work weekends, public holidays, and variable shifts (early morning/evening)
- Ability to work in high-pressure environments with sensitive and potentially traumatic content
- Excellent interpersonal and written/spoken communication skills, including conflict resolution
- Strong organizational skills with ability to multitask, prioritize, and manage high case volumes
- Basic computer literacy (Apple/Mac OS and Google Suite)
- English language proficiency; additional languages a plus
- Risk assessment capability with good judgment in urgent/risky situations
- Adaptability and proactive approach to evolving roles and responsibilities
