The Community You Will Join: We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety Handle cases with complexities with the highest level of service Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team. Understand how to summarize user issues and escalate to leadership as needed Manage multiple user cases at the same time while remaining efficient, professional and organized 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 phone. Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations Adapt to your schedule & its potential modifications based on business needs Be a team player & support operational success as directed by your Management Demonstrate and share best practices with teammates to drive success at the global service level Participate in roundtable discussions for upcoming changes and launches The Difference You Will Make: You 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 Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population. Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo. 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. A Typical Day: Operational Excellence Competencies Shows constant improvements in the quality of work with limited supervision Shares regular feedback from the community with the senior stakeholders to improve the quality of our services Shares knowledge with less experienced team members Shows willingness to take on new projects/assignments Communication Competencies Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact Understands when written messages are appropriate and when to choose other forms of communication Shares knowledge with less experienced team members Uses effective cross cultural communication Analytical Competencies Develops a nuanced perspective based on facts and data Plans proactively for short to medium term goals Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives Self & Interpersonal Competencies Shows awareness of individual's strengths, blind spots and areas of development Perseveres to find the goals deeper Why' behind policies, processes, and workflows Keeps team objectives community above individual aspirations Embraces challenges that require new skills and knowledge Recognizes conflicts and seeks support to resolve difficult situations Pushes oneself towards the best possible outcomes for the Airbnb community Maintains composure in crisis situations Your Expertise: 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. Excellent interpersonal and communication skills, both written and spoken, including conflict resolution. Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time. Ability to understand and execute policies & procedures. Ability to maintain confidentiality during investigation. Is able to demonstrate an understanding of how to handle sensitive situations related to personal safety, including assessing the level of risk of the situation. Ideally has experience dealing with stakeholders in different functions and is able to communicate clearly in writing about cases for larger audiences. Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. 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.

The Community You Will Join: We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety Handle cases with complexities with the highest level of service Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team. Understand how to summarize user issues and escalate to leadership as needed Manage multiple user cases at the same time while remaining efficient, professional and organized 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 phone. Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations Adapt to your schedule & its potential modifications based on business needs Be a team player & support operational success as directed by your Management Demonstrate and share best practices with teammates to drive success at the global service level Participate in roundtable discussions for upcoming changes and launches The Difference You Will Make: You 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 Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population. Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo. 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. A Typical Day: Operational Excellence Competencies Shows constant improvements in the quality of work with limited supervision Shares regular feedback from the community with the senior stakeholders to improve the quality of our services Shares knowledge with less experienced team members Shows willingness to take on new projects/assignments Communication Competencies Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact Understands when written messages are appropriate and when to choose other forms of communication Shares knowledge with less experienced team members Uses effective cross cultural communication Analytical Competencies Develops a nuanced perspective based on facts and data Plans proactively for short to medium term goals Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives Self & Interpersonal Competencies Shows awareness of individual's strengths, blind spots and areas of development Perseveres to find the goals deeper Why' behind policies, processes, and workflows Keeps team objectives community above individual aspirations Embraces challenges that require new skills and knowledge Recognizes conflicts and seeks support to resolve difficult situations Pushes oneself towards the best possible outcomes for the Airbnb community Maintains composure in crisis situations Your Expertise: 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. Excellent interpersonal and communication skills, both written and spoken, including conflict resolution. Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time. Ability to understand and execute policies & procedures. Ability to maintain confidentiality during investigation. Is able to demonstrate an understanding of how to handle sensitive situations related to personal safety, including assessing the level of risk of the situation. Ideally has experience dealing with stakeholders in different functions and is able to communicate clearly in writing about cases for larger audiences. Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. 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.

The Community You Will Join: As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for: Accessible support that’s easy to find Faster resolution, preferably first time A team that’s there for them in times of urgent need Support that’s built around them The Difference You Will Make: Provide courteous and efficient service to the worldwide Airbnb community Be a first point of contact to handle and resolve customer complaints Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations Identify and escalate issues appropriately Compose thoughtful and accurate messages or customize prepared responses to customer emails Utilize available resources to research and troubleshoot problems effectively Investigate from the existing knowledge resources to provide resolution Mediate situations between users with empathy and fairness Monitor and control numerous concurrent tasks in tandem Be ambassadors embodying knowledge, empathy, and accountability Proactively strive to meet targets and goals independently A Typical Day: Job Family : Operations (Resolutions) Inbound and outbound calling process, messages and email support Resolving customer queries in a timely manner 24x7 shifts with rotational week offs, primarily supporting North America time zones Navigate competing priorities in all kinds of environment Job location: Gurgaon Your Expertise: Graduate with minimum 2 years of international voice process experience in a contact center/BPO Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies Ability to manage sensitive customer information Knowledge of functional key performance metrics related to customer experience Other requirements: Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings. Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed. Furniture & equipment: Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated. Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc. Approved locations: Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period. Work from designated home office setups in Delhi/Gurgaon only 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.

The Community You Will Join: Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company. The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind. The Service Delivery Ops team, as part of the Trust Operations PIO (Platform Integrity Operations) organization , will be responsible for reviewing users or reservations for risks to our users or the Airbnb platform. Work on complex cases, build subject matter expertise around online / offline risks and support enablement initiatives across Trust Operations. About you You come from an Online/Offline Risk background. Able to solve new or escalated problems which require considerable judgment. You set the highest standards of quality for your work, and hold yourself and others accountable. Able to act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows. The Difference You Will Make: As an Operations Investigation Specialist, you’ll drive towards mastery in your role, challenge the status quo, be accountable and share your opinion. You think about the community, participate in Airbnb wide initiatives on how we can improve our product, services and user experience. You use logic, gather data and analyze data to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You exchange complex information and ideas effectively, able to use tact and diplomacy when dealing with your own and other teams. A Typical Day: Enhance your Risk management, fraud prevention skills, Operational skills. Work with the Global teams including product, policy and legal. Exposure to work with a diverse culture. Suggest operational improvement ideas and see the ideas getting implemented. Improve your data skills. Improve your stakeholder management skills Be a Subject Matter Expert in operation / process / workflow improvements Your Expertise: 2-4 years of experience within risk management, fraud prevention, or Trust and Safety Excellent interpersonal and communication skills, both written and verbal. Solution and outcome-oriented Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities. Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes Ability to detect vulnerabilities in existing and new products or features, making suggestions to improve it through data gathering and analysis. Ability to anticipate the ever-evolving fraudulent behaviors through data monitoring and analysis. Follow up with Product and cross functional teams to take pre-emptive actions to prevent fraud. Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies. Familiarity with the Google suite: mail, docs, sheets, and slides. Fluency in another language other than English will be a plus. Experience of working as a Subject Matter Expert with cross functional and cross regional working group. Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. 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.

The Community You Will Join: We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety Handle cases with complexities with the highest level of service Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate Develop a deep understanding of complex workflows and follow them, while still retaining the ownership mentality and skill to question and deviate from the workflow when needed, in collaboration with your management team. Understand how to summarize user issues and escalate to leadership as needed Manage multiple user cases at the same time while remaining efficient, professional and organized 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 phone. Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations Adapt to your schedule & its potential modifications based on business needs Be a team player & support operational success as directed by your Management Demonstrate and share best practices with teammates to drive success at the global service level Participate in roundtable discussions for upcoming changes and launches The Difference You Will Make: You 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 Misconduct, Drugs activity, Sex Work, Human Trafficking and Abuse of vulnerable population. Demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment, and quick decision making, with the goal of providing the best support possible for the Survivors and restoring their status quo. 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. A Typical Day: Operational Excellence Competencies Shows constant improvements in the quality of work with limited supervision Shares regular feedback from the community with the senior stakeholders to improve the quality of our services Shares knowledge with less experienced team members Shows willingness to take on new projects/assignments Communication Competencies Understands the importance of visual aids in a successful presentation, and knows how to incorporate them effectively for impact Understands when written messages are appropriate and when to choose other forms of communication Shares knowledge with less experienced team members Uses effective cross cultural communication Analytical Competencies Develops a nuanced perspective based on facts and data Plans proactively for short to medium term goals Provides consistent feedback, updates, and measurements on the progress and achievement of individual goals Understands how the key drivers of the team relate to each other and how their decision making process impacts the function's key objectives Self & Interpersonal Competencies Shows awareness of individual's strengths, blind spots and areas of development Perseveres to find the goals deeper Why' behind policies, processes, and workflows Keeps team objectives community above individual aspirations Embraces challenges that require new skills and knowledge Recognizes conflicts and seeks support to resolve difficult situations Pushes oneself towards the best possible outcomes for the Airbnb community Maintains composure in crisis situations Your Expertise: 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. Excellent interpersonal and communication skills, both written and spoken, including conflict resolution. Ownership mentality and business mindset, with ability to drive work forward even in ambiguous situations Ability to manage your own time, plan, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time. Ability to understand and execute policies & procedures. Ability to maintain confidentiality during investigation. Is able to demonstrate an understanding of how to handle sensitive situations related to personal safety, including assessing the level of risk of the situation. Ideally has experience dealing with stakeholders in different functions and is able to communicate clearly in writing about cases for larger audiences. Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. 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.

The Community You Will Join: You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results The Difference You Will Make: Build problem solving skills and capability within the teams through workshops, learning forums, playbooks Drive culture of continuous improvement within the teams Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them. Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks. People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development Streamline overall ways of working and identify opportunities for improvement Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery A Typical Day: Strategy & Culture Building Develop and drive a culture of continuous improvement aligned with business objectives. Lead the CI strategy by identifying key business requirements and embedding structured problem-solving frameworks. Socialize the value of CI with stakeholders and establish it as a key lever for business growth. Capability Development Build CI capabilities within teams via learning forums, workshops, and playbooks. Mentor and coach teams on RCA, Lean Six Sigma and FMEA frameworks. Project Leadership Lead high-impact initiatives from concept to implementation using data, stakeholder insights, and cross-functional collaboration. Use project management methodologies to ensure timely and effective delivery of outcomes. Operations Excellence Identify process gaps and lead re-design efforts to streamline ways of working Leverage large datasets for root cause analysis and influence business decisions with storytelling and insight-driven presentations. Translate business strategy into executable, scalable process improvements. People Leadership Inspire and lead a team of Quality evaluators, driving their growth and readiness for future leadership roles. Foster a high-performance culture by aligning individual goals with organizational outcomes. Your Expertise: A minimum of 6+ years of experience in Continuous Improvement, Process Design and process re-engineering. Any Post Graduate/graduate from the top ranked institutions - Preferred Certified Lean Six Sigma Black Belt/PMP Strong stakeholder management skills Proven track-record of developing and delivering support with positive impact to business metrics Experienced in project management and engaging with cross-functional teams to successfully achieve business goals Comfortable with large data sets, able to derive insights and storytelling through presentations. Excellent analytical capability & ability to translate strategy into onground implementation Self starter comfortable working in ambiguous situations Excellent Storytelling capabilities Good understanding of the Industry relevant automation tools & Technologies. - Preferred Experience of working/ collaborating with product teams to bring improvements/ impact - preferred Design Thinking Practitioner, Agile/Project Management certification is a plus Hybrid Work Requirements & Expectations : To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. 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.

The Community You Will Join: As a member of the Airbnb Customer Support team, you'll play a vital role as a Resolution Specialist within the volume tiers. Resolution Specialists serve as our initial point of contact, addressing community inquiries and concerns. Our community relies on us for: Accessible support that’s easy to find Faster resolution, preferably first time A team that’s there for them in times of urgent need Support that’s built around them The Difference You Will Make: Provide courteous and efficient service to the worldwide Airbnb community Be a first point of contact to handle and resolve customer complaints Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations Identify and escalate issues appropriately Compose thoughtful and accurate messages or customize prepared responses to customer emails Utilize available resources to research and troubleshoot problems effectively Investigate from the existing knowledge resources to provide resolution Mediate situations between users with empathy and fairness Monitor and control numerous concurrent tasks in tandem Be ambassadors embodying knowledge, empathy, and accountability Proactively strive to meet targets and goals independently A Typical Day: Job Family : Operations (Resolutions) Inbound and outbound calling process, messages and email support Resolving customer queries in a timely manner 24x7 shifts with rotational week offs, primarily supporting North America time zones Navigate competing priorities in all kinds of environment Job location: Gurgaon Your Expertise: Graduate with minimum 2 years of international voice process experience in a contact center/BPO Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies Ability to manage sensitive customer information Knowledge of functional key performance metrics related to customer experience Other requirements: Internet: Minimum 10 Mbps high-speed internet on the laptop for seamless work and virtual meetings. Workspace: Quiet, private area free from interruptions; no shared/public spaces allowed. Furniture & equipment: Ergonomic chair, desk, and proper lighting for comfortable, focused work. Cameras must be on during meetings unless otherwise stated. Only using Airbnb issued hardware and software including noise canceling headsets, laptop etc. Approved locations: Hiring/Training and Nesting in the Airbnb Office; satisfactory performance is required for work from home post the initial training and nesting period. Work from designated home office setups in Delhi/Gurgaon only 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.

The Community You Will Join: Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company. The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind. The Service Delivery Ops team, as part of the Trust Operations PIO (Platform Integrity Operations) organization , will be responsible for reviewing users or reservations for risks to our users or the Airbnb platform. Work on complex cases, build subject matter expertise around online / offline risks and support enablement initiatives across Trust Operations. About you You come from an Online/Offline Risk background. Able to solve new or escalated problems which require considerable judgment. You set the highest standards of quality for your work, and hold yourself and others accountable. Able to act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows. The Difference You Will Make: As an Operations Investigation Specialist, you’ll drive towards mastery in your role, challenge the status quo, be accountable and share your opinion. You think about the community, participate in Airbnb wide initiatives on how we can improve our product, services and user experience. You use logic, gather data and analyze data to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You exchange complex information and ideas effectively, able to use tact and diplomacy when dealing with your own and other teams. A Typical Day: Enhance your Risk management, fraud prevention skills, Operational skills. Work with the Global teams including product, policy and legal. Exposure to work with a diverse culture. Suggest operational improvement ideas and see the ideas getting implemented. Improve your data skills. Improve your stakeholder management skills Be a Subject Matter Expert in operation / process / workflow improvements Your Expertise: 2-4 years of experience within risk management, fraud prevention, or Trust and Safety Excellent interpersonal and communication skills, both written and verbal. Solution and outcome-oriented Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities. Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes Ability to detect vulnerabilities in existing and new products or features, making suggestions to improve it through data gathering and analysis. Ability to anticipate the ever-evolving fraudulent behaviors through data monitoring and analysis. Follow up with Product and cross functional teams to take pre-emptive actions to prevent fraud. Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies. Familiarity with the Google suite: mail, docs, sheets, and slides. Fluency in another language other than English will be a plus. Experience of working as a Subject Matter Expert with cross functional and cross regional working group. Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality. 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.

The Community You Will Join: We together take care of all the safety concerns of our users, few things to keep in mind while being part of safety Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability. Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community. Work with your regional leadership to influence stakeholders and the Safety Service Manager to mitigate risks. Serve as Point of Contact for urgent or other sensitive cases within your region, spending time each week working on tickets and other escalated issues to refine subject matter expertise. Work closely with fellow global and regional Team Leads in addition to maintaining a strong connection to your cross-functional partners. The Difference You Will Make: Lead the team towards the execution of the company and strategic goals following the guidance of the Operations Manager, and collaborate with the OM to develop recommendations for service improvements and regional prioritization. Manage both team and individual performance and resources to ensure compliance with policies and SLAs. Ensure individual team members are held accountable to their performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way. Think critically and constantly evaluate policies and procedures. Work with the team to identify opportunities to improve performance and better optimize processes for the team, region, and global community. A Typical Day: Keep up with day-to-day management duties such as scheduling, shift approval, team and one-on-one meetings, and managing basic HR-related issues (pay/benefits/HR policy enforcement, etc.). Enable professional and personal growth through supporting and challenging your team with feedback, one-on-ones, enabling opportunities, expectation-setting, and other growth tools at your disposal. Support your team in handling urgent, escalated personal safety cases (e.g., domestic violence, sexual assault, suicide, surveillance devices), prioritising wellness and sustainability Your Expertise: Strong understanding of evidence based best practice in handling personal safety issues using a trauma informed approach Experience managing complex, escalated cases with elevated media or legal risk Strong metrics-based performance management skills Ability to work and solve problems independently, collaboratively, or through delegation. Excellent verbal and written communication skills Ability to understand and execute policies and procedures Ability to maintain confidentiality during investigation Minimum 6 years plus experience with at least 3 years relevant experience of team handling & working in high stake environment. 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. Location: Gurugram, India