Please Note: This position is based in Singapore, and you must live and have work eligibility there and be able to work in both Mandarin and English. An additional Asian language would be ideal.
Join our dedicated Trust & Safety Team!
We believe people are fundamentally good. We also believe people deserve peace of mind. In order to achieve that, Airbnb is creating a cross-functional task-force to provide the support necessary to make our community safer. Our Trust & Safety department is focused on User Policing, Community Defense, Guarantee and Collections. As a Trust and Safety Investigator, you will work in one of three different functions depending on your qualifications and experience. This is an opportunity to join a fast growing team with a tremendous purpose. We are looking for people with some combination of:
1-2 years of applicable experience, preferably in e-commerce, customer support, fraud or risk prevention Language skills: Fluent English and Mandarin. Bachelors Degree or equivalent Strong understanding of e-commerce environment and related user issues Strong verbal (phone) interpersonal communication skills Passion for dispute resolution and a drive for results Background in technology,online media/services and/or fraud and/or investigation Ability to learn and adapt to new technologies Solid judgment and a strong moral compass Excellent problem solving, critical thinking and customer service skills Ability to multi-task, organize and work with rapidly changing priorities – you will be responsible for up to 20 cases at a time Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
Responsibilities will include a combination of the following depending on your function. You will be dealing directly with users via phone or email to achieve the following:
Assisting our Users over the phone with escalated situations and initiating the User dispute request process Investigating both sides of incident disputes, verifying facts, and determining resolutions based on internal policies Working to deliver a better understanding of Airbnb processes to our users in a customer facing manner Educating users on how to maintain security and safety while using Airbnb responsibly Estimating both property damages and personal property damages Working with Trust & Safety manager to develop and enhance internal policies Investigating complex damages and potential fraud Monitoring flagged and inappropriate content Handling our Host Guarantee and security deposit cases or questions Investigating scammers, scrapers and fraud cases and recognizing fraudulent/suspicious trends Collecting payment for losses related to property damage Maintaining high levels of confidentiality while performing investigations Comprehensively documenting investigations Interfacing with law enforcement agencies Helping to close the loop on escalated incidents and mitigating any potential blow back
