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User Knowledge Operations Specialist
Airbnb
Portland, OR, United States
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Founded in 2008, Airbnb’s mission is to create a world where people can belong through healthy travel that is local, authentic, diverse, inclusive and sustainable. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb’s accommodation marketplace provides access to 5+ million unique places to stay in more than 81,000 cities and 191 countries. With Experiences, Airbnb offers unprecedented access to local communities and interests through 15,000 unique, handcrafted activities run by hosts across 1,000+ cities around the world. Airbnb's people-to-people platform benefits all its stakeholders, including hosts, guests, employees and the communities in which it operates.
In order to build the world's most loved travel company, we need the world's most interesting and talented people. Are you one of them? If so, we want to talk to you!
As a UKO Specialist, you will be responsible for working with your team to ensure that daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users or the Airbnb platform. You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focusing on analyzing online patterns and trends.
Role & Responsibilities
• Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations
• Educate users on how to maintain security and safety while using Airbnb responsibly
• Investigate complex situations and potential fraud surfaced in high volume queues
• 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
• Understand our risk systems and investigate account patterns
• When trends or product vulnerabilities have been identified, you are able to escalate to the Product Support Job Family
• Maintain high levels of confidentiality while performing investigations
• Comprehensively document investigations
• Develop and maintain a comprehensive understanding of the purpose of your Specialization
• Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.
• Demonstrate great judgement and be open to sharing what you know with others.
Requirements
• 1-2 years of experience within risk management, 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 and analytical skills, with an ability to organize and work independently with rapidly changing priorities
• Self-motivated and detail oriented, with a focus on solutions and outcomes
• Strong investigative ability, due diligence, 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, 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 draw conclusions and suggestions
• SQL, JSON, or equivalent experience with other coding languages is a plus
• Fluency in another language is a plus
• You may have 2 to 4 years experience in a similar role elsewhere or you may have learned on the job at Airbnb.