What are the responsibilities and job description for the Operations Investigations Specialist (contract) position at Airbnb?
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.
Responsibilities:
Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations
Educate users on how to maintain security and safety while using Airbnb responsibly
Investigate complex situations and potential fraud surfaced in high volume queues
Work 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.
Key Relationships
This role requires building and maintaining relationships with the following stakeholders, outside your Reporting line:
Informing relationships with Shared Services, EPIC, Community Policy
Content, Community Policy, Training, Quality, BPI (Service Optimization), ParMan, as potential Cross-functional Areas of Focus.
Technical Skill Requirements
Familiarity with the Google suite: mail, docs, sheets, and slides
Mac OS
Experience with customer ticketing systems
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 (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours
Shift will be working 8AM-5PM Tues - Sat or Sun-Thursday
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 a 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-organize with rapidly changing priorities
Experience with Jira, SQL, and Asana is also a plus
Ability to analyze data for patterns and draw conclusions and suggestions
English fluency; both spoken and written; Mandarin proficiency is a plus.
What sets you apart:
You may have 3 to 5 years experience in a similar role elsewhere or you may have learned on the job at Airbnb
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 Range: $23-$27//hour
Benefits: Medical, Dental, Vision, 401K
Responsibilities:
Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations
Educate users on how to maintain security and safety while using Airbnb responsibly
Investigate complex situations and potential fraud surfaced in high volume queues
Work 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.
Key Relationships
This role requires building and maintaining relationships with the following stakeholders, outside your Reporting line:
Informing relationships with Shared Services, EPIC, Community Policy
Content, Community Policy, Training, Quality, BPI (Service Optimization), ParMan, as potential Cross-functional Areas of Focus.
Technical Skill Requirements
Familiarity with the Google suite: mail, docs, sheets, and slides
Mac OS
Experience with customer ticketing systems
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 (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours
Shift will be working 8AM-5PM Tues - Sat or Sun-Thursday
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 a 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-organize with rapidly changing priorities
Experience with Jira, SQL, and Asana is also a plus
Ability to analyze data for patterns and draw conclusions and suggestions
English fluency; both spoken and written; Mandarin proficiency is a plus.
What sets you apart:
You may have 3 to 5 years experience in a similar role elsewhere or you may have learned on the job at Airbnb
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 Range: $23-$27//hour
Benefits: Medical, Dental, Vision, 401K
Salary : $23 - $27
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