Safety Specialist
On-site · Singapore, Singapore
Job Summary
Safety Specialist role based in Singapore, a full-time frontline contact-center position focused on safeguarding Airbnb’s community. You will manage a range of safety concerns including discrimination, personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical and sexual assault, drugs activity, sex work, and human trafficking. Responsibilities include end-to-end complex case management, interacting with customers across live chat, social platforms, messaging, and phone, recognizing case types and severities, escalating to appropriate teams, and handling cases with ownership, judgment, and adherence to workflows and guidelines. The role requires adaptability to move between teams within Community Support, strong communication and conflict-resolution skills, ability to operate under pressure with confidentiality, and collaboration with management, Quality, and clinical staff. Proactive problem solving, ability to document best practices, and engagement with stakeholders to improve safety services are expected. Must be comfortable assessing risk, prioritizing tasks, and working within a high-volume, high-stakes environment. Candidates should have a background in customer service or related safety operations, be capable of working nonstandard hours, and be proficient in English (additional languages are a plus). The posting emphasizes inclusion and belonging and invites all qualified individuals to apply.
Required Qualifications
- 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment
- Experience handling sensitive, confidential, and potentially traumatic imagery or conversations in a professional setting
- Strong communication skills, problem-solving abilities, and customer service expertise
- Ability to work in a fast-paced environment with adaptability, flexibility, and confidentiality
- Ability to work weekend days and public holidays, and to adjust to early morning/evening shifts as needed
- Comfort with evaluating risk, making quick judgments, and escalating when appropriate
- English language proficiency (additional languages are a plus)
- Ability to collaborate with multiple teams and stakeholders and to adapt to evolving responsibilities
- Hospitality experience is a plus
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.