Community Crisis Investigator

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

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 US - 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 state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states 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.

Equal Employment Opportunity:

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic. 

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

Pay Range

$106,000—$125,000 USD

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing.  We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.