Operations Investigations Specialist (contract)

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit, and our fast-moving team is committed to leading as a 21st century company.

Responsibilities:

Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations

Educate users on how to maintain security and safety while using Airbnb responsibly

Investigate complex situations and potential fraud surfaced in high volume queues

Work with Operational Lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes

Understand our risk systems and investigate account patterns

When trends or product vulnerabilities have been identified, you are able to escalate to the Product Support Job Family

Maintain high levels of confidentiality while performing investigations

Comprehensively document investigations

Develop and maintain a comprehensive understanding of the purpose of your Specialization

Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.

Demonstrate great judgment and be open to sharing what you know with others.

Key Relationships

This role requires building and maintaining relationships with the following stakeholders, outside your Reporting line:

Informing relationships with Shared Services, EPIC, Community Policy

Content, Community Policy, Training, Quality, BPI (Service Optimization), ParMan, as potential Cross-functional Areas of Focus.

Technical Skill Requirements

Familiarity with the Google suite: mail, docs, sheets, and slides

Mac OS

Experience with customer ticketing systems

2-3 years of experience within risk management, fraud prevention, or Trust and Safety

Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours

Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience

Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities

Solution and outcome-oriented

Strong investigative ability, internet research, organizational, and analytical skills.

Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors.

Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies

Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-functional team needs

Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users,

Ability to analyze data for patterns and detail oriented: you do your due diligence when completing an investigation

Strong communication skills, both written and spoken, self-motivated and results-oriented

Detail oriented: you do your due diligence when completing an investigation

Ability to learn and adapt to new technologies. Able to work and self-organize with rapidly changing priorities

Experience with Jira, SQL, and Asana is also a plus

Ability to analyze data for patterns and draw conclusions and suggestions

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $23-$27//hour

Benefits: Medical, Dental, Vision, 401K

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