Appeals Associate

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, 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. Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb: Our community is based on connection and belonging. Our creativity allows us to imagine new possibilities for people. Our responsibility is to all of our stakeholders. It takes a unified team committed to our core values to embody these ideas, and our fast‑moving team is committed to leading as a 21st century company. 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, Drugs 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. This position is a frontline, contact center role interacting directly with the 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 Complex case management: has “perfected the core” of your role of providing the highest level of service to our community. Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone. End‑to‑end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines. Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate. Takes on casework at a degree of severity/complexity under close supervision. Ability to recognize & assess threatening & risky behaviors. Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval. Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work. Understands multiple perspectives on a topic or situation. Able to evaluate and present multiple options for addressing a problem. Can be brought to engage more with senior stakeholders with help from management. Combining efficiency with quality Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution. Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed. Help document ways of working, best practices, and the norms for your service(s) as requested by management. Provides technical/functional/SME to less experienced members of the team. Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners. Displays openness and approachability when resolving issues. Understands key drivers of your role and how they relate to one another. Qualifications Your background & experience: 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 and public holidays required, as well as evening shifts. Your 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. Your Skills & Expertise Very good interpersonal and communication skills, both written and spoken, including conflict resolution. Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time. Basic computer literacy, including Apple/Mac OS and Google Suite. Language proficiency in English; other languages are a plus. Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders. Degree or 2+ years of experience in customer service required. Belonging & Accommodations Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. 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 Pay Rate Range: CAD $25/hr Benefits: Medical, Dental, Vision, 401K Seniority level Mid‑Senior level Employment type Contract Job function Legal Industries Software Development Referrals increase your chances of interviewing at Airbnb by 2x Get notified about new Contract Associate jobs in Montreal, Quebec, Canada. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr