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Salary: CAD 85,000 - 100,000 / annual
Airbnb's Community Crisis Management (CCM) team responds to serious safety incidents affecting the community and platform. As a Community Crisis Management Investigator, you will manage your own caseload and lead day-to-day crisis response efforts, with defined validation checkpoints for decisions that set precedent or carry public exposure.
Key Responsibilities:
Crisis Case Management:
- Evaluate incoming incidents and recommend whether cases meet the threshold for crisis protocol activation, writing concise yet complete summaries that enable decision-makers to act without requiring clarification.
- Define and drive case management measures necessary for stakeholders to intervene effectively, respecting incident timelines.
- Research precedents and consult stakeholders when a case doesn't fit established patterns, presenting recommended options with reasoning rather than open questions.
- Prepare concise overviews and next steps for urgent, monitored, or activated cases; report team updates and administrative points at regular meetings.
Stakeholder Communication:
- Write crisis-related communications for high-level stakeholders, providing case details and assessments underlying briefing notes to leadership.
- Proactively keep stakeholders and Global Crisis Management (GCM) leadership informed of case status before they request updates.
- Maintain daily communication with assigned cross-functional partners: regular contact, prepared meeting attendance with set agendas, and share learnings with the global GCM team.
Systemic Improvement:
- Flag instances where policy, product, or process failed community members with sufficient precision for responsible teams to act, focusing on closing the gap that enabled the incident, not just resolving it.
- Maintain case management tool accuracy for your own cases and report data issues or processing delays to keep the team's view of global workload reliable.
Team Contribution:
- Review colleagues' assessments before submission as a second set of eyes, checking for errors, missing stakeholders, and recommendations to strengthen.
- Share learnings from your cases and stakeholder relationships with the team.
- Contribute to team culture and a sustainable work environment.
Operational Rigor:
- Maintain documentation and case tracking tools to a standard enabling accurate analysis and smooth case transfers within and across regions.
- Meet established service level agreements (SLAs) and flag cases at risk of missing deadlines early, not after the fact.
Requirements:
- 6+ years of experience in customer support or frontline work handling sensitive, escalated cases, including crisis work or work with survivors (e.g., crisis hotline, victim advocacy, emergency response, trust & safety).
- Demonstrated experience collaborating with cross-functional leaders in a matrix organization.
- Experience working cross-functionally in a fast-paced environment.
- Strong organizational skills and meticulous attention to detail.
- Excellent communication and interpersonal abilities.
- Ability to remain focused and calm in stressful situations.
- Ability to work flexible hours, including evenings and weekends as needed.
