Safety Specialist English | Airbnb project | Cork
Location - Cork (100% onsite in Mahon)
Contract: Full-time, Permanent
Salary: €28,100 + performance bonus
Start date: 12th May 2025
Shifts: across 8am - 8m (shifts across 5 days a week working across the full week Monday-Sunday
As part of this role you will be required to ensure the safety of the Users on our Client platform by handling urgent cases as well as inactive cases, making outbound calls/email/Messages. Rebooking for sensitive safety issues. You will pay high attention to a small detail and adhere to quality and workflows. Additionally you will work on prevention queues and extractions if associated with a Safety issue.

A DAY IN THE LIFE OF A SAFETY SPECIALIST

We are looking for caring and resilient specialists, who will be able to work with a broad variety of Safety Concerns, that include: Personal Safety Threats that also include unauthorized parties, Drugs activity, Sex activity, Privacy Violations, undisclosed cameras and Extractions
In this role you will develop an expert level understanding of threatening and harmful circumstances, empathetic communication and quick decision making, with the goal of helping to mitigate the negative impact for the reporting users.

WHAT WE NEED YOU TO HAVE:

• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
• Excellent time management, negotiation and conflict resolution skills.
• Passion for innovation with solution and action oriented mindset.
• Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
• Ability to learn and adapt to new technologies
• Maintaining high levels of confidentiality while performing investigations.

You will assist with escalated issues and initiate the user dispute request process for, mainly, personal safety incidents but also some cases related to property damage that need to be escalated to the Claims department. Safety specialists are responsible for the investigation of cases involving complex damages, trauma or personal harm, or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. They maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports
We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using our client platform responsibly. Amongst other responsibilities, you’ll also be responsible for monitoring flagged and inappropriate content, and identifying and reporting trends in online risk. You will work with Safety support teams to develop and enhance our client internal policies and tools.