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User Knowledge Operations Specialist
Airbnb
Portland, OR, United States
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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 travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
We are currently seeking a new User Knowledge Operations Specialist to join our Portland team!
Experience:
• 1-2 years of applicable experience, preferably in e-commerce and fraud or risk investigations.
• Bachelor's Degree or equivalent
• Strong understanding of e-commerce environment and related user issues
• Data driven, ability to see patterns within data. Demonstrable experience in database querying languages, especially SQL, is a plus.
• Background in technology and/or fraud and/or investigation
• Excellent investigative, critical thinking and customer service skills
• Fluent in English and one other language
• Strong written (email) interpersonal communication skills
• Ability to work independently and confidently with minimal supervision.
Skills:
• Ability to analyze data from patterns.
• Advanced use of Excel and, ideally, basic knowledge of SQL.
• Detail Oriented - you do your due diligence when completing an investigation
• Ability to learn and adapt to new technologies
• Ability to multi-task, organize and work with rapidly changing priorities – you will be responsible for reviewing queued results in multiple high volume queues that help mitigate any risks we encounter.
• Solid judgment and a strong moral compass
• Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
• Ability to lead small scale projects or initiatives that impact your team
Responsibilities:
• Educating users on how to maintain security and safety while using Airbnb responsibly
• Reviewing queued results in multiple high volume queues that prevent potential risks
• Run background checks to review the eligibility of users to use the Airbnb platform
• Working with Trust & Safety lead and cross-functional teams to develop and enhance internal policies and tools
• Investigating complex situations and potential fraud
• Investigating scammers, scrapers and fraud cases and recognizing fraudulent/suspicious trends
• Maintaining high levels of confidentiality while performing investigations
• Comprehensively documenting investigations
• Lead projects or initiatives that will help your team, improve business processes and develop your skills
• Solution- and outcome-oriented, surfacing patterns, trends, and bugs to your Expert and Lead complete with a recommendation that might help resolve the issue
• 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