Senior Specialist, Escalations (Customer Trust & Safety)

Airbnb · 📍 Bali, Indonesia · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 30000000 - 45000000
Airbnb is looking for a Senior Specialist, Escalations to join our Customer Trust & Safety team in Bali. In this role, you will be responsible for managing and resolving escalated customer issues, ensuring a positive and safe experience for our guests and hosts. This is a full-time position with a competitive salary package.

📋 Tanggung Jawab Pekerjaan

Manage and resolve escalated customer issues, including disputes and complaints, to ensure a positive and safe experience for our guests and hosts.,Investigate and analyze customer trust and safety issues to identify patterns and trends, and develop solutions to prevent future incidents.,Coordinate with cross-functional teams, including Host Services, Guest Services, and Legal, to ensure timely and effective resolution of escalated issues.,Provide training and support to Customer Trust & Safety team members to ensure consistent and high-quality service.,Monitor and report on key performance indicators (KPIs) related to customer trust and safety, and provide regular updates to management.,Stay up-to-date with industry best practices and regulations related to customer trust and safety, and implement best practices as needed.

🎓 Kualifikasi & Syarat

Bachelor's degree in a related field, such as Business, Communications, or a related field.,Minimum of 5 years of experience in a customer service or customer trust and safety role, with a focus on escalated issues.,Strong communication and interpersonal skills, with the ability to work effectively with a diverse range of stakeholders.,Excellent problem-solving and analytical skills, with the ability to investigate and analyze complex issues.,Experience with Airbnb's platform and policies, or a similar platform-as-a-service (PaaS) company, is a plus.,Fluency in English is required. Knowledge of Indonesian language is a plus.

🛠️ Keahlian

Customer service and supportEscalation managementConflict resolutionData analysis and reportingTraining and developmentIndustry knowledge of customer trust and safety
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