Uncubed
           

Crisis Management Investigator, Trust and Safety, Japan

Airbnb, Tokyo, Japan

Who wouldn't want to work here?


No global movement springs from individuals. It takes an entire team united behind something big. On the Trust and Safety team at Airbnb, we’re proud to be at the forefront of the sharing economy. We recognize that we are the leaders of a new, worldwide phenomenon, and it’s why we’ve worked so hard to build the trust at its foundation.  

With 100 million lifetime guests, and 2 million listings in over 190 countries, trust is what makes it work. Together, we work hard, we laugh a lot, and we are passionate about working to create the most trusted community in the world. We are looking for enthusiastic, dedicated crisis management investigators who will be able to help our hosts and guests when they need us the most.

Responsibilities will include a combination of the following:

  • Assisting with escalated issues and initiating the user dispute request process
  • Investigating both sides of incident disputes and negotiating collaboratively
  • Verifying facts and reaching policy-based determinations for effective resolution
  • Working to educate our hosts and guests to promote positive experiences
  • Educating users on how to maintain security and safety while using Airbnb responsibly
  • Monitoring flagged and inappropriate content and identifying trends in online risk
  • Working with Trust & Safety support teams to develop and enhance internal policies and tools
  • Investigating cases involving complex damages, trauma or personal harm, or brand risk
  • Evaluating both property damages and personal property damages
  • Maintaining high levels of confidentiality while performing investigations
  • Comprehensively documenting investigations through written reports
  • Interfacing with internal communications and social media teams

Requirements:

  • Language skills: Fluent English & Native Japanese
  • Background in advocacy, crisis management, or e-commerce customer service experience in risk management or related Trust and Safety field.
  • Must be available for a regular schedule of 5 days work week (40 hours), mutually agreed with your Lead, able to work on weekends and public holidays. Shifts may include evening or early morning hours
  • Bachelor’s Degree or equivalent and knowledge of a second (market-specific) language
  • Strong verbal (phone) and written (email)  interpersonal communication skills
  • Passion for dispute resolution and a drive for results
  • Detail Oriented - you do your due diligence when completing an investigation
  • Background in advocacy, crisis response, dispute mitigation, or emergency response management
  • Or, background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues
  • Ability to learn and adapt to new technologies
  • Solid judgment and a strong moral compass
  • Excellent problem solving, critical thinking and customer service skills
  • Calm and empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Ability to multi-task, organize and work with rapidly changing priorities.
  • Innovative and passionate about continued process improvement.
  • Idea-driven, confident and articulate.

 

職務内容は以下のものを含みます

  • 事故案件のエスカレーション補助ならびにユーザー間の問題解決に関するリクエスト処理への着手
  • 事故紛争における関係両者への調査および協調的な交渉
  • 事実関係の確認および効果的な解決のためのポリシーに基づいた決定
  • 肯定的なよい経験を推進するためのAirbnbを利用するホストやゲストへの情報提供
  • Airbnb利用におけるセキュリティおよび安全性保持のためのユーザー教育
  • 通報または不適切なコンテンツの監視およびオンラインにおけるリスク傾向の特定
  • トラスト&セーフティーサポートチームとの社内ポリシーやツールの展開/開発ならびに強化
  • 複雑な損害、心的傷害または人身傷害、あるいはブランドリスクを含むケースの調査
  • 建物損害および個人的な財物損害の査定
  • 調査段階における高水準な機密保持
  • 報告書をとおした包括的な調査記録の作成・報告
  • 社内におけるコミュニケーションやソーシャルメディアチームとの連携

 

応募要件

  • 言語スキル:英語(流暢)、日本語(母国語)
  • 週5日(週40時間)の出勤、かつ、リードと同意の上、週末および祝日の勤務が可能な方。シフトには夜または早朝の勤務が含まれることがあります
  • 学士号またはそれと同等の学位、ならびに担当するマーケットに特化した言語の知識
  • 高度な口頭(電話対応)や文書(メール対応)における対人コミュニケーションスキル
  • 紛争解決への熱意および結果への意欲
  • 詳細的 ─ 担当する調査が完了次第、自ら精査(デューデリジェンス)が可能
  • アドボカシー、危機管理、Eコマースカスタマーサービスにおけるリスクマネジメント、紛争仲裁、緊急対応マネジメント、その他トラスト&セーフティーの分野に関連する経験
  • 不正行為および/または人身傷害や財物損害に関連する問題の調査の経験
  • 新しい技術の習得・順応ができる能力
  • 確固たる判断力と道徳的指針
  • 優れた問題解決能力、論理的思考、カスタマーサービススキル
  • 冷静かつ親身 ─ 困難な状況下においても冷静な判断ができるほか、どのようなケースへも順応力が高く個々の対応やコミュニティに対する情報の普及啓発が可能
  • 複数の処理を同時に行うことができ、かつ整理が得意で、急な優先順位の変更にも対応処理が可能
  • 継続的なプロセスの改善への革新的な発想かつ熱意がある
  • アイディアが豊富で、自身があり、明瞭に物事を伝える能力がある

 

About Airbnb

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. 

Want to learn more about Airbnb? Visit Airbnb's website.