Enquêteur en Crises Communautaires — Gestion & Impact

Airbnb, Inc.; San Francisco (CA); Sur place; CAD 85 000 - 100 000; Plein temps

Résumé du poste

Airbnb is seeking a Community Crisis Management investigator to handle high‑stakes incidents, coordinating rapid, cross‑functional responses and reporting findings to leadership. You will evaluate events, guide interventions, and maintain accurate case records while working with regional and global partners.

The role requires strong communication, crisis experience, and the ability to stay calm under pressure with flexible hours.

Qualifications

• 6+ years of experience in customer support or frontline roles handling sensitive escalated cases, including crisis scenarios or survivor support.
• Experience collaborating with cross-functional leaders in a matrixed organization.
• Ability to work in a fast-paced, cross-functional environment.
• Strong organizational skills and meticulous attention to detail.
• Excellent communication and interpersonal abilities.
• Ability to stay focused and calm under pressure and adapt to flexible hours, including evenings and weekends.

Responsabilités

• Evaluate incoming incidents and recommend when to trigger the crisis protocol, writing concise, complete summaries for quick decision-making.
• Define and drive case-management actions to enable timely cross-functional intervention.
• Research precedents and consult stakeholders when a case does not fit a standard model, presenting recommended options with reasoning.
• Prepare concise briefings and action plans for urgent, monitored, or escalated cases, and report updates to regional teams.
• Maintain case-management tools and data accuracy to ensure reliable global workload visibility.

Connaissances

Communication skills

Interpersonal skills

Organizational skills

Attention to detail

Calm under pressure

Flexibility

Cross-functional collaboration

Crisis management

Description du poste

Airbnb is seeking a Community Crisis Management investigator to handle high‑stakes incidents, coordinating rapid, cross‑functional responses and reporting findings to leadership. You will evaluate events, guide interventions, and maintain accurate case records while working with regional and global partners.

The role requires strong communication, crisis experience, and the ability to stay calm under pressure with flexible hours.