No global movement springs from individuals. It takes an entire team united behind something big. On the Trust 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 more than 100 million lifetime guests, and over 5.8 million listings in 245 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’re looking for brilliant, full time Account and Content Integrity Specialist professionals to join our Trust Organisation. As a part of the Account and Content Integrity team, you will be responsible for identifying fraudulent online behaviours while connecting with our community. You will be working closely with Risk Product and other stakeholders to provide feedback and improve our models as well as focusing on analysing online patterns and trends in order to prevent any future bad contacts.
Duties and Responsibilities:
- Educating users on how to maintain security and safety while using Airbnb responsibly
- Maintain Subject Matter Expertise of Account and Content Integrity team to successfully complete core work and escalations
- Develop and maintain a comprehensive understanding of the purpose of Account and Content Integrity Team
- Investigate complex situations and potential fraud surfaced in high volume queues
- Demonstrate ability to comprehensively document investigations
- Understand our risk systems and investigate account patterns through data analysis
- 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, etc.
- Identify market trends and product vulnerabilities. Create data-backed recommendations to respond to trends and to reduce vulnerabilities; work with senior members of the team and cross-functional groups to ensure these recommendations are executed
- Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task
- Maintaining high levels of confidentiality while performing investigations
- Demonstrate great judgement and be open to sharing what you know with others
Role Requirements:
1- 2 years of experience within Risk, Fraud prevention or Trust and Safety
Must be available 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
Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience
Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities
Solution and outcome-oriented
Strong investigative ability, internet research, organizational, and analytical skills
Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors
Desire to work in fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies
Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-functional team needs
Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users
Ability to analyze data for patterns and detail oriented: you do your due diligence when completing an investigation
Detail oriented: you do your due diligence when completing an investigation
SQL, JSON, or equivalent experience with other coding languages is a plus
Experience with customer ticketing systems, queues
Native Level English and Mandarin fluency (spoken and written) as this person will work closely with the China team.
