About Company
Airbnb is a global hospitality service brokerage company that operates an online marketplace for lodging, primarily homestays for vacation rentals, and tourism activities. Since its founding in 2008, Airbnb has disrupted the traditional hotel industry and become a ubiquitous name in travel, empowering millions of hosts to share their spaces and passions with guests from around the world. Our mission is to create a world where anyone can Belong Anywhere, fostering connection and community through unique travel experiences. We are a diverse and inclusive global team committed to innovation, integrity, and providing exceptional service to our community of hosts and guests. Join us in shaping the future of travel.
Job Description
Are you passionate about creating a safe and trustworthy environment for millions of travelers and hosts worldwide? Airbnb is seeking a dedicated and detail-oriented Trust & Safety Associate to join our growing team in Downtown Ankeny, Iowa. In this vital role, you will be on the front lines, helping to uphold the integrity of our platform and ensure positive experiences for our global community. You will be responsible for meticulously reviewing incoming reports from various channels, conducting thorough investigations into complex user-generated issues, and diligently applying Airbnb’s comprehensive policies and guidelines to resolve critical situations related to safety, security, fraud, and trust. Your work will directly impact the well-being of our users and the reputation of our platform.
This isn’t just a job; it’s an exciting opportunity to contribute directly to a company that is redefining travel and hospitality across the globe. You’ll be working in a fast-paced, dynamic environment where every day brings new challenges and distinct opportunities to make a real, tangible impact on our users’ lives. The ideal candidate will possess exceptional analytical skills, an unwavering sense of judgment, and a calm, composed demeanor when operating under pressure. This must be coupled with a deep, personal commitment to user safety, privacy, and data protection. You’ll be expected to work collaboratively with various cross-functional teams, including Legal, Product, and Engineering, sharing insights and feeding back observations that can lead to systemic improvements. Leveraging cutting-edge tools and resources will be part of your daily routine, all aimed at maintaining the high standards our community expects and deserves. Beyond daily case management, this role offers avenues for contributing to process improvements, identifying systemic issues, and helping to evolve our safety protocols to proactively address emerging threats. You will be instrumental in fostering a culture of trust and ensuring that every interaction on our platform is as secure and positive as possible. If you’re looking to start a meaningful career where your critical thinking, problem-solving prowess, and empathetic approach directly contribute to global safety and community well-being, we encourage you to apply. Join us in our mission to continue building a world where anyone can belong anywhere, safely and securely.
Key Responsibilities
- Investigate and resolve complex trust and safety issues reported by users, including fraud, harassment, property damage, and critical safety incidents.
- Apply Airbnb’s policies and guidelines consistently and accurately to make fair and timely decisions on reported cases.
- Communicate effectively and empathetically with hosts and guests, providing clear explanations and resolutions for their concerns.
- Identify trends and emerging threats to user safety, escalating critical issues to senior team members and relevant departments.
- Collaborate with legal, product, and engineering teams to enhance safety features and improve policy frameworks.
- Maintain meticulous records of investigations, resolutions, and user interactions within our case management systems.
- Contribute to the continuous improvement of Trust & Safety processes, tools, and training materials.
- Participate in ongoing training and development programs to stay updated on best practices and evolving safety standards.
Required Skills
- Bachelor's degree or equivalent practical experience.
- 1+ year of experience in customer service, operations, content moderation, or a trust & safety role.
- Excellent written and verbal communication skills in English.
- Strong analytical and problem-solving abilities with keen attention to detail.
- Ability to exercise sound judgment and make difficult decisions under pressure while maintaining a calm demeanor.
- High level of empathy, discretion, and integrity when handling sensitive user information and confidential cases.
- Proficiency with common office software (e.g., Google Workspace, Microsoft Office) and ability to quickly learn new internal tools and platforms.
Preferred Qualifications
- Experience in online platform moderation, risk management, or fraud detection.
- Familiarity with various fraud detection tools, CRM systems, and case management software.
- Ability to work flexible shifts, including some evenings, weekends, or holidays, if business needs require.
- Proficiency in additional languages (e.g., Spanish, French, German) to support a global user base.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans with generous company contributions.
- Generous paid time off, including vacation, sick leave, and company holidays.
- 401(k) retirement plan with company match to help you plan for the future.
- Employee stock purchase program (ESPP) allowing you to invest in Airbnb's success.
- Extensive opportunities for professional development, growth, and internal mobility.
- Quarterly Airbnb travel credits to experience our platform firsthand.
- Access to a vibrant, inclusive, and collaborative company culture.
- On-site fitness center and comprehensive wellness programs.
- Complimentary snacks, beverages, and team lunches in a modern office environment.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter directly through our careers portal or the listed job board. Please ensure your application highlights your experience in trust & safety, customer service, or any relevant operational roles. We look forward to reviewing your application and potentially welcoming you to the Airbnb team!