Job description
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:
The Service Delivery Ops team, as part of the Trust Operations PIO (Platform Integrity Operations) structure, is responsible for reviewing users or reservations for risks to our users or the Airbnb platform. They work on complex cases, build subject matter expertise around online/offline risks, and support enablement initiatives across Trust Operations. This role is within the Trust PIO team as a Performance Coordinator, where the core work is to review the work of the PIO team members and provide feedback on the Jira cases managed by them. Additionally, the role requires the person to support quality improvement initiatives that impact the Trust Ops teams and act as an advocate for quality assurance and enhancement.
The Difference You Will Make:
In this role, you will be at the frontline of Airbnb’s efforts to ensure a safe and trustworthy experience for all users. You’ll proactively investigate and address potential risks, educate the community on best practices, and provide actionable feedback that shapes policies and tools. Success means achieving and exceeding service level agreements, delivering high-quality investigations and documentation, and actively contributing to product improvements that enhance both security and the user experience.
A Typical Day:
- Review, triage, and resolve user tickets, prioritizing cases with potential risk to users or the Airbnb platform.
- Investigate high-volume queues for complex issues and emerging brand risks, documenting findings with clarity and confidentiality.
- Collaborate with operational leads and cross-functional partners to enhance internal processes, drive automation, and address product vulnerabilities.
- Communicate insights and trends to relevant stakeholders, escalating issues promptly to drive corrective action.
- Educate users on platform security, safety, and responsible usage through clear and empathetic communication.
- Analyze account and reservation patterns using risk systems, leveraging data to identify fraudulent behaviors and opportunities for platform improvement.
- Work with product vendors to optimize risk detection capabilities in both proactive and reactive contexts.
Your Expertise:
- 2-4 years’ direct experience in risk management, fraud prevention, or trust & safety roles.
- Demonstrated proficiency with Google Suite (Mail, Docs, Sheets, Slides) and Mac OS; experience working with customer ticketing systems.
- Strong investigative, analytical, and critical thinking skills, with proven ability to manage confidential information and adapt to changing priorities.
- Excellent written and interpersonal communication skills, comfortable engaging across cultures and collaborating in fast-paced, high-pressure environments.
- Self-motivated, detail-oriented, and solutions-driven, able to multitask and remain calm under time-sensitive conditions.
- Familiarity with SQL, JSON, or other coding languages is preferred; additional language fluency is an asset.
- Availability for a full-time, 40-hour work week, including weekends and holidays as needed, in coordination with your Lead.
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
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.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We’ll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$58,000—$60,008 USD
