Operations Investigations Specialist

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.

In the Operations Management 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 analyzing online patterns and trends. Your scope within the role is outlined below and your level is defined by the Airbnb Levels Framework

Responsibilities:

• Maintain Subject Matter Expertise of Platform Integrity Operations 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 brand risks 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
• Identify and escalate trends and product vulnerabilities to stakeholders
• Maintain high levels of confidentiality while performing investigations
• Comprehensively document investigations
• Develop and maintain a comprehensive understanding of the purpose of User Knowledge Operations
• 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.

About You:

• Pursuing Excellence (operational)
• Informating (communication) Collaborating (interpersonal)
• You set the highest standards of quality for your work, and hold yourself and others accountable.
• You understand the importance of delivering excellent products and services to our community, and you're rigorous about examining and improving your own work to ensure it's always as good as it can be.
• Even when you're successful, you never stop looking for ways to improve.
• You pay close attention to details, no matter how small.
• You proactively inform people and teams in a timely and accurate manner.
• You explain What, How, and Why, and provide all of the necessary context.
• You communicate clear, relevant, and succinct information to the right people at the right time, in a way that reduces confusion and builds trust.
• You keep relevant parties updated when timelines change.
• You adjust your tone and style to what is most appropriate for your situation or audience.
• You can productively engage in difficult conversations regardless of setting.
• You work effectively with others in one-on-one or group settings.
• You strive to listen more than you speak, and you frame suggestions as questions rather than orders.
• You openly receive new ideas and contribute your own.
• You help others, regardless of ownership or relationship.
• You're not perceived as a person who slows down progress.
• You focus on achieving a desired result, not on owning a project or receiving credit for the outcome.
• You understand the need for an open and collaborative team environment, and you foster this in your interactions with others.
• You utilize strategic partnerships to achieve your goals.

Technical Skill Requirements:

• Familiarity with the Google suite: mail, docs, sheets, and slides Mac OS Experience with customer ticketing systems

Qualifications:

• 1-2 years of experience within risk management, fraud prevention, or Trust and Safety
• Must be available for a (Tuesday-Saturday) or (Sunday-Thursday) schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include 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 and analytical skills, with an ability to organize and work independently with rapidly changing priorities Self-motivated and detail oriented, with a focus on solutions and outcomes
• Strong investigative ability, due diligence, 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, 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 draw conclusions and suggestions SQL, JSON, or equivalent experience with other coding languages is a plus Fluency in another language is a plus
• You may have 2 to 4 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