Remote Crisis Response Investigator

Airbnb; San Francisco (CA); Remote; CAD 85,000 - 100,000; Full time

Job summary

Airbnb is seeking a seasoned Community Crisis Investigator to manage day-to-day crisis responses in Canada. You will assess incidents, draft concise case summaries, and coordinate actions with cross-functional partners to maintain timely responses. You will also prepare executive communications and identify systemic improvements.

This role requires calm under pressure and a flexible schedule. Remote-eligible with possible office visits; candidates must reside in eligible Canadian provinces and

Qualifications

• 6+ years of experience in customer support or front-line work handling escalated, sensitive cases including crisis work.
• Proven ability to collaborate with multi-functional leads in a matrixed organization.
• Experience working cross-functionally in a fast-paced environment and managing user-focused crises.

Responsibilities

• Assess incidents and draft concise summaries for decision-makers regarding crisis threshold.
• Outline actions and drive case management tasks across stakeholders within timelines.
• Draft communications for senior stakeholders and keep leadership updated on status.
• Flag policy/product/process gaps and help close operational cracks for scalable improvements.
• Review peers’ assessments, share learnings, and support a sustainable team culture.

Skills

Crisis management

Stakeholder management

Cross-functional work

Communication

Attention to detail

Calm under pressure

Flexible schedule

Job description

Airbnb is seeking a seasoned Community Crisis Investigator to manage day-to-day crisis responses in Canada. You will assess incidents, draft concise case summaries, and coordinate actions with cross-functional partners to maintain timely responses. You will also prepare executive communications and identify systemic improvements.

This role requires calm under pressure and a flexible schedule. Remote-eligible with possible office visits; candidates must reside in eligible Canadian provinces and