Safety Specialist

About the Role

Airbnb began in 2007 when two hosts opened their San Francisco home to three guests. Since then, the platform has expanded to more than 5 million hosts and over 2 billion guest arrivals across nearly every country. The company’s aim is to help people experience stays and activities that create more meaningful connections with local communities.

Team and Mission

This role sits within the community support organization and focuses on a wide range of safety-related issues affecting the platform’s community. The work may involve matters such as discrimination, threats to personal safety, domestic violence, suicide or self-harm, child exploitation, physical and sexual assault, drug-related activity, sex work, and human trafficking.

The position requires someone who can identify harmful or threatening situations accurately, communicate with empathy, make sound decisions quickly, and provide strong support to survivors while helping restore stability.

This is a full-time, onsite role based in Singapore. It is a frontline contact-center position with direct customer interaction. Success in the role depends on strong communication, problem-solving, and customer service capability, along with the ability to stay adaptable, resourceful, professional, and confidential in a fast-paced environment and under pressure.

The role is expected to evolve with business needs. You may be moved between teams within Community Support or asked to take on responsibilities beyond the duties listed here, as required.

Key Responsibilities

The day-to-day duties are broad and may change over time. Additional tasks can be assigned as needed.

• Handle complex casework and deliver a consistently high standard of service to the community.
• Engage with customers and community members through all supported channels, including live chat, social platforms, messaging, and phone, both inside and outside internal tools.
• Manage cases from start to finish, using approved workflows and guidance to reach resolution.
• Identify the type and severity of a case, route it correctly within scope, and escalate to the right team when necessary.
• Work on cases with moderate complexity and severity under close supervision.
• Spot risky or threatening behavior and assess it appropriately.
• Show accountability, sound judgment, and the ability to deviate from standard workflow only with management approval when needed.
• Take feedback well from managers, quality teams, and clinical staff, and apply it quickly to improve performance.
• Consider multiple viewpoints and suggest different ways to solve a problem.
• Work with senior stakeholders when supported by management.
• Maintain strong productivity while preserving interaction quality and resolution standards.
• Contribute to service improvement by helping document processes, best practices, and operating norms when requested.
• Share technical, functional, or subject-matter knowledge with less experienced colleagues.
• Build working relationships with other delivery teams and functional partners.
• Approach issue resolution with openness and accessibility.
• Understand the key factors behind the role and how they connect to one another.

Candidate Profile

The ideal candidate brings relevant experience in customer service, mediation, emergency services, trust and safety operations, or a similar contact-center environment involving calls and direct client interactions. Experience in hospitality, especially with technology platforms, is an advantage.

You should be comfortable working weekend days, public holidays, early-morning and evening shifts, with schedules that may change based on business needs. The role also requires the ability to work in a high-pressure setting and handle sensitive, confidential, and potentially traumatic content, including imagery, conversations, and materials.

Skills and Expertise

Strong interpersonal and written/verbal communication skills are essential, including conflict resolution. You should be able to handle a large workload, multitask, prioritize effectively, and work within structured schedules that include breaks, lunch periods, and training time.

Basic computer literacy is required, including experience with Apple/Mac OS and Google Workspace. English fluency is needed, and additional language skills are a plus. You must be able to assess risk accurately, judge urgency, communicate key information to stakeholders, adapt to new tasks, and remain flexible as priorities shift. Openness to changing duties and possible team transitions is also important.

Inclusion Commitment

Airbnb states a commitment to building a broad and diverse talent pool. The company believes varied perspectives support innovation and engagement, and encourages all qualified individuals to apply.

Working Conditions

This role is based in Singapore and operates in a contact-center setting. The schedule includes weekend days, public holidays, and early-morning or evening shifts, and may be adjusted to match business requirements.

Additional Notes

The responsibilities in this job are not exhaustive. Because the work environment is fast-moving, duties may change and additional responsibilities may be assigned over time. The role is also flexible and may involve moving to another team within Community Support or taking on different tasks as business needs evolve.