Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
In the Operations Investigations Job Family, you will be responsible for working with your team to ensure that daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users or the Airbnb platform. You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focusing on analysing online patterns and trends.
A Typical Day:
- Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations
- Investigate complex situations and potential fraud surfaced in high volume queues
- Educate users on how to maintain security and safety while using Airbnb responsibly
- 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
- Understand our risk systems and investigate account patterns
- When trends or product vulnerabilities have been identified, you are able to escalate to the Product Support Job Family
- Maintain high levels of confidentiality while performing investigations
- Comprehensively document investigations
- Develop and maintain a comprehensive understanding of the purpose of your Specialization
- Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.
- Demonstrate great judgment and be open to sharing what you know with others.
Your Expertise:
- 1-2 years of experience within risk management, fraud prevention, or Trust and Safety
- Must be available for a regular schedule of 5 days work per week (Sunday-Thursday OR Tuesday-Saturday / 40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours.
- Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience.
- Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities
- Solution and outcome-oriented
- Strong investigative ability, internet research, organizational, and analytical skills.
- Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors.
- Desire to work in fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies.
- Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-functional team needs.
- Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users,
- Ability to analyze data for patterns and detail oriented: you do your due diligence when completing an investigation.
- Strong communication skills, both written and spoken, self-motivated and results-oriented.
- Detail oriented: you do your due diligence when completing an investigation
- Ability to learn and adapt to new technologies. Able to work and self-organise with rapidly changing priorities
- Ability to analyze data for patterns and draw conclusions and suggestions
- SQL, JSON, or equivalent experience with other coding languages is a plus
- Familiarity with Mac OS & Google suite (mail, docs, sheets, and slides)
- Experience with customer ticketing systems
- Fluency in another language is a plus
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.