Safety Specialist (Japanese speaking)

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 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.

仕事内容

次のような業務が含まれます。

主業務

• エスカレートされた事故案件をサポートし、電話とメールでユーザー間の問題解決リクエストの対応を進めること。
• 事故案件の両当事者の調査と和解交渉。
• 事実を確認し、ポリシー準拠の意思決定により、納得のゆく解決を図ること。
• ホストとゲストを指導し、ポジティブな環境を育むこと。
• ユーザーにセキュリティ・安全対策を指導し、Airbnbの責任ある利用を促すこと。
• フラグの立った不適切コンテンツを監視し、オンラインのリスク傾向を特定すること。
• コミュニティサポート担当チームと協力し、社内の諸規約とツールの開発と強化に貢献できること。
• 複雑な損害、心的外傷、人身被害、ブランド毀損リスクを伴う案件の調査対応。
• 財物破損および個人所有物破損の審査。
• 調査中は、高水準の機密保持を徹底。
• 調査報告書作成、参照資料化。
• 社内の広報・SNS担当チームへの対応。

副業務

• プロジェクト業務に専念し、シニアスペシャリストと管理職を補佐役し、プロセスの改善およびその他の取り組みを実行。
• コンテンツアドバイザーの役目を果たし、「プロセスの改善」事業の業務を補佐。
• 戦略目標達成に向け、インパクト評価事業および／または異業種複合プロジェクトの推進アドバイザー役を果たすこと。
• メンター兼相談役／業務専門家として新入社員とパートナーの育成に努めること（社内の認識ギャップを特定し、改善に向け適宜対処・エスカレートする業務）。

応募要件

• 勤務地：在宅勤務
• 言語スキル：英語は流暢、日本語はネイティブ
• 1～3年の実務経験（リスク管理、信頼・安全分野での権利擁護、危機管理、Eコマースカスタマーサービス）。
• その他のカスタマーサービスで2年以上の実務経験。または、けが、人身事故、財物破損関連の問題処理の実務経験を有する不正行為および／またはオンライン調査の職歴。
• 平日週5日勤務（40時間）に対応でき、土日・祝祭日の出勤も可能であること。
• 学士号または同等の学力を有し、（勤務国における）第二言語に精通。口頭（電話）と書面（メール）の対人コミュニケーションスキル。
• 紛争を解決し、結果を出すことに熱意を持って取り組めること。
• 細部に注意を怠らず、調査中も細密な業務を欠かさないこと。
• 新しい技術を学び、適応する能力。確かな判断力、強い倫理観を有すること。
• 優れた問題解決能力、合理的思考、カスタマーサービスのスキルを有すること。
• 冷静沈着かつ共感力が高いこと。
• 困難な状況でもバランスを失わず、対応をカスタマイズし、Airbnbコミュニティを指導し、あらゆる状況に対処できる能力。
• 優先順位がめまぐるしく変化する環境下で、複数の業務を同時にこなし、整理し、処理できること。
• 新しい技術を学び、適応する能力。
• 常に業務改善に創意工夫を凝らし、熱意をもって励むこと。

The Difference You Will Make:

No global movement springs from individuals. It takes an entire team united behind something big. On the Community Support: Safety team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and it’s why we’ve worked so hard to build the trust at its foundation.

With 100 million lifetime guests, and 2 million listings in over 190 countries, trust is what makes it work. Together, we work hard, we laugh a lot, and we are passionate about working to create the most trusted community in the world. We are looking for enthusiastic, dedicated Safety investigators who will be able to help our hosts and guests when they need us the most.

A Typical Day:

• Assisting with escalated issues and initiating the user dispute request process via Phone call and email.
• Investigating both sides of incident disputes and negotiating collaboratively.
• Verifying facts and reaching policy-based determinations for effective resolution.
• Working to educate our hosts and guests to promote positive experiences.
• Educating users on how to maintain security and safety while using Airbnb responsibly.
• Monitoring flagged and inappropriate content and identifying trends in online risk.
• Working with Community Support teams to develop and enhance internal policies and tools.
• Investigating cases involving complex damages, trauma or personal harm, or brand risk.
• Evaluating both property damages and personal property damages.
• Maintaining high levels of confidentiality while performing investigations.
• Comprehensively documenting investigations through written reports.
• Interfacing with internal communications and social media teams.
• Dedicated to project work, supporting senior specialists and leadership on the execution of Change Management and other initiatives.
• Acting as a content advisor, and supports function on the execution of Change Management initiatives.
• Acting as a process advisor for impact initiatives and/or cross-functional projects to meet strategic goals.
• Acting as a mentor and advisor/Subject Matter Expert for new hires and partners - (Idea is they identify gaps in WF, process and escalate for improvement)

Your Expertise:

• Location: Remote Work In Japan
• Language skills: Fluent English and Native Japanese, both verbal and written
• 1-3 years of experience in advocacy, crisis management, or e-commerce customer service experience in risk management or related Trust and Safety field
• 2+ years of experience in other customer service related work.
• Or, background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues
• Bachelor’s Degree or equivalent and knowledge of a second (market-specific) language
• Must be available for a regular schedule of 5 days work week (40 hours), mutually agreed with your Lead, able to work on weekends and public holidays
• Strong verbal (phone) and written (email) interpersonal communication skills
• Passion for dispute resolution and a drive for results
• Detail Oriented - doing your due diligence when conducting an 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
• Calm and empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Ability to multi-task, organize and work with rapidly changing priorities
• Ability to learn and adapt to new technologies
• Innovative and passionate about continued process improvement

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.