Community Crisis Investigator
Position Summary & Responsibilities
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
When a significant severe safety incident impacts, or threatens to impact, our community or company, the Community Crisis Management (CCM) team works to coordinate a swift and effective response across the company to mitigate any continued damage. The team is responsible and accountable for immediate decisions, managing the cross-functional response to severe safety crises on the platform, keeping Airbnb leadership properly informed and involved, and for alerting relevant team leaders to any root causes or vulnerabilities that may have been uncovered throughout the response.
The Difference You Will Make:
As a Community Crisis Investigator, you carry your own caseload and run the day-to-day response, with a defined check-in point for the calls that set precedent or carry external exposure. You assess incidents and bring what you learn back to the team.
A Typical Day:
Crisis Case Work
- Assess incoming incidents and recommend whether a case meets the threshold for crisis implementation, drafting summaries concise and comprehensive enough that the decision-maker can act on them without sending them back.
- Outline and drive the case management actions needed for stakeholders to respond effectively, keeping the response moving inside the incident’s timeline.
- Research case precedent and consult stakeholders when a case does not fit an established pattern, and bring your recommended option with its reasoning rather than an open question.
- Prepare concise overviews and next steps for urgent, monitoring, or implemented cases, and note team updates or housekeeping items during regional check-ins.
Communication and Stakeholder Management
- Draft crisis case communication for senior stakeholders, and supply the case detail and assessment that executive notifications are built from.
- Keep stakeholders and G
Key Role Competencies & Evaluation Highlights
Assessing relentless product craftsmanship, high agency, and deep adherence to Airbnb's core values, particularly 'Be a Host' and 'Champion the Mission'.
Apply for Community Crisis Investigator
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