Appeals Associate

4 weeks ago

Montreal, Canada Airbnb Full time

Join to apply for the Appeals Associate (contract) role at Airbnb Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million hosts who have welcomed more than 1 billion guest arrivals in more than 100 000 cities and towns located in 220+ countries and regions across the globe. Every day, hosts offer unique stays and one‑of‑a‑kind activities that make it possible for guests to experience the world in a more authentic, connected way. Our culture is defined by creativity, curiosity, and a unified commitment to core values that drive innovation and a sense of belonging. Summary We are looking for a talented and experienced person who will look after a variety of safety concerns for our community, including but not limited to: personal safety threats, domestic violence, suicide or self‑harm, child exploitation, physical assault and sexual assault, drug activity, sex work, and human trafficking. The successful candidate will demonstrate an excellent understanding of how to evaluate the circumstances of a case holistically, properly identify relevant circumstances to determine an outcome, communicate empathetically, use good judgment, and be quick in decision making, with the goal of providing the best support possible for the community. This is a full‑time position based in Canada. The role is a frontline, contact center role interacting directly with customers. Successful candidates need strong communication skills, problem‑solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast‑paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient, and demonstrating a high level of professionalism and confidentiality. Responsibilities Manage complex cases end‑to‑end to resolve customer issues based on workflows & management guidelines. Recognize case type and severity, escalating accurately to other teams when appropriate. Assess and present multiple options for addressing a problem, and engage higher stakeholders with help from management. Handle a larger volume of cases without negatively impacting quality, and support the team in safety service improvement. Provide technical/functional subject‑matter expertise to less experienced members and document best practices. Qualifications 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts. Hospitality experience is a plus, in particular working for technology platforms. Ability to work weekend days, public holidays, and evening shifts; schedule can change to meet business needs. Ability to work in a high‑pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials. Very good interpersonal and communication skills, conflict resolution, basic computer literacy, and language proficiency in English; other languages are a plus. Able to assess risk accurately and exercise good judgment when it comes to risky situations. Degree or 2+ years of experience in customer service required. Belonging & Accommodations All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner. Pay Rate Range CAD $25/hr Benefits Medical Dental Vision 401K #J-18808-Ljbffr

  • Appeals Associate

    4 weeks ago

    Montreal, Canada Airbnb Full time

    Join to apply for the Appeals Associate (contract) role at Airbnb Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million hosts who have welcomed more than 1 billion guest arrivals in more than 100 000 cities and towns located in 220+ countries and regions across the globe. Every...

  • Appeals Associate

    4 weeks ago

    Montreal, Canada Airbnb Full time

    Get AI-powered advice on this job and more exclusive features. Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100,000 cities and towns located in 220+ countries and regions across the globe. Every day,...

  • Appeals Associate

    4 weeks ago

    Montreal, Canada Airbnb Full time

    Get AI-powered advice on this job and more exclusive features. Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100,000 cities and towns located in 220+ countries and regions across the globe. Every day,...

  • Appeals Associate

    4 weeks ago

    Montreal, Canada Airbnb Full time

    Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100,000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it...

  • Appeals Associate

    4 weeks ago

    Montreal, Canada Airbnb Full time

    Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100,000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it...

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