The Community You Will Join:

When a significant severe safety incident impacts, or threatens to impact, our community or company, the Community Crisis Management (CCM) team works to coordinate a swift and effective response across the company to mitigate any continued damage. The team is responsible and accountable for immediate decisions, managing the cross-functional response to severe safety crises on the platform, keeping Airbnb leadership properly informed and involved, and for alerting relevant team leaders to any root causes or vulnerabilities that may have been uncovered throughout the response.

The Difference You Will Make:

As a Community Crisis Investigator, you carry your own caseload and run the day-to-day response, with a defined check-in point for the calls that set precedent or carry external exposure. You assess incidents and bring what you learn back to the team.

A Typical Day:

Crisis Case Work

• Assess incoming incidents and recommend whether a case meets the threshold for crisis implementation, drafting summaries concise and comprehensive enough that the decision-maker can act on them without sending them back.
• Outline and drive the case management actions needed for stakeholders to respond effectively, keeping the response moving inside the incident’s timeline.
• Research case precedent and consult stakeholders when a case does not fit an established pattern, and bring your recommended option with its reasoning rather than an open question.
• Prepare concise overviews and next steps for urgent, monitoring, or implemented cases, and note team updates or housekeeping items during regional check-ins.

Communication and Stakeholder Management

• Draft crisis case communication for senior stakeholders, and supply the case detail and assessment that executive notifications are built from.
• Keep stakeholders and GCM (Global Crisis Management) leadership current on case status proactively, before they ask.
• Hold day-to-day communication with your assigned cross-functional partners: maintain regular contact, come prepared to the agenda, and bring what you learn back to the global GCM team.

Systemic Improvement

• Flag where policy, product, or process failed the community member, with enough specificity that the owning team can act. The goal is closing the gap that allowed the incident, not only resolving the incident.
• Keep the case management tool accurate for your own cases and raise data or backlog problems you notice, so the team’s view of the global caseload stays trustworthy.

Team Contribution

• Review peers’ assessments as a second pair of eyes before submission, checking for errors, missing stakeholders, and recommendations worth adding.
• Share what you learn from your cases and stakeholder relationships with the team.
• Contribute to team culture and to a working environment where people can do this work sustainably.

Operational Rigor

• Maintain case documentation and trackers to a standard that supports accurate analytics and clean handoffs within and across regions.
• Complete work within the dedicated SLAs, and raise it early when a case is at risk of slipping rather than after it has.

Your Expertise:

• 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 working collaboratively with multi-functional leads in a matrixed organization.
• Experience working cross-functionally in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to stay focused with a calm demeanor in stressful situations.
• Ability to work a flexible schedule, including nights and weekends as needed.

Your Location:

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.

This role is for an existing vacancy within the organization.