Trust Operations Specialist

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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.

The Fraud and Safety Investigations Specialist/Trust specialist, as part of the Fraud and Safety Operations PIO (Platform Integrity Operations) organization , will be responsible for  reviewing users or reservations for risks to our users or the Airbnb platform. Work on complex cases, build subject matter expertise around online / offline risks and support enablement initiatives across Trust Operations.

The Community you will join:

You will work collaboratively with our offline team of 10+ specialists and senior specialists as well as cross-functional teams. The Trust/Fraud and Safety organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.

The Difference You Will Make:

• As an Operations Investigation Specialist, you'll drive towards mastery in your role, challenge the status quo, be accountable and share your opinion.
• You think about the community, participate in Airbnb wide initiatives on how we can improve our product, services and user experience.
• You use logic, gather data and analyze data to propose effective solutions to a variety of problems.
• You dig deeper and utilize all available resources to reach the best possible solution.
• You exchange complex information and ideas effectively, able to use tact and diplomacy when dealing with your own and other teams.
• You come from an Online/Offline Risk background. Able to solve new or escalated problems which require considerable judgment.
• You set the highest standards of quality for your work, and hold yourself and others accountable. 
• You are able to act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows.

A Typical Day:

• Investigating and Solving cases with 100% adherence to the workflows/policies
• Making accurate and timely decisions in your reviews
• Identify and propose solutions to issues, trends, and product changes that have an impact on collections.
• Working with Cross Functional team to drive solutions and improvements
• Meeting daily targets on core metrics in terms of Productivity, Quality and Efficiency
• Solve escalated problems which require considerable judgment.
• Setting highest standards of quality for your work, and hold yourself and others accountable. 
• Act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows.
• Attending team meetings, and trainings as required
• Collaborating with internal and cross-functional teams

Your Expertise:

• 1-2  years of experience within risk management, fraud prevention, or Trust and Safety
• Excellent interpersonal and communication skills, both written and verbal. 
• Solution and outcome-oriented
• Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities. 
• Working 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
• Ability to detect vulnerabilities in existing and new products or features, making suggestions to improve it through data gathering and analysis.
• Ability to anticipate the ever-evolving fraudulent behaviors through data monitoring and analysis. Follow up with Product and cross functional teams to take pre-emptive actions to prevent fraud.
• Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies.
• Familiarity with the Google suite: mail, docs, sheets, and slides.
• Availability 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. 

Preferred experience

• • Fluency in another language other than English will be a plus.
  • Experience of working as a Subject Matter Expert with cross functional and cross regional working group. 

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb's Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.  

India Pay Range ₹600,000—₹827,000 INR

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