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 200 countries and regions. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

The mission of the Airbnb Global Safety and Risk Management (GSRM) team, as a component of Fraud and Safety Operations, is to foster a safe, secure, and healthy workplace for our employee community and peace of mind for Airbnb’s global community. Airbnb GSRM programs include Global Threat Assessment Program; Insider Threat Prevention Program; and Global Law Enforcement Liaison & Organized Crime Syndicates Investigations (OCSI). 

The Global Law Enforcement Liaison team is comprised of Law Enforcement Operations (LE Ops) and Global Law Enforcement Engagement (GLEE). LE Ops is responsible for liaising with law enforcement agencies on public safety and/or criminal matters with an alleged nexus to Airbnb. This includes processing law enforcement data disclosure requests, contributing to law enforcement investigations involving Airbnb stakeholders, and advancing trusted relationships with international law enforcement agencies in the interest of public and life safety. Working alongside LE Ops, the GLEE practice conducts strategic bilateral and multilateral engagement with international law enforcement entities and relevant domestic security services in a proactive manner to develop and nurture new relationships and strengthen established trusted relationships with partners to mitigate online and offline criminal and life safety threats to the Airbnb community. 

The Global Law Enforcement Engagement Regional Lead for Europe, the Middle East, and Africa (EMEA) is responsible for driving strategic bilateral and multilateral communication, cooperation, and collaboration efforts with law enforcement entities and domestic security services located and/or operating in EMEA to protect Airbnb equities and stakeholders from criminal threats and acts of violence in close coordination with other Airbnb GSRM teams. The Global Law Enforcement Engagement Regional Lead for EMEA  will report directly to the Manager, Global Law Enforcement Engagement. 

Airbnb seeks a dynamic professional with a strong background as a law enforcement and/or domestic security service official to develop strategic initiatives to align Fraud & Safety Operations’ priorities and effective global law enforcement engagements in a dynamic and fluid environment where life safety is the top priority. The successful candidate brings law enforcement expertise with experience working in EMEA, strong interpersonal and communications skills, initiative, a collaborative mindset, and a passion for safeguarding the Airbnb enterprise and community from criminal and life safety threats.

Responsibilities

• Lead, develop, and manage Airbnb efforts to cultivate trusted and reliable relationships with law enforcement partners in the EMEA region to safeguard the Airbnb community. 
• Lead and promote effective information exchange and collaboration with regional law enforcement on criminal threat and life safety matters that endanger the Airbnb community. 
• Lead, develop, and maintain effective working relationships with law enforcement and government authorities in EMEA by building partnerships and coalitions through liaison with international law enforcement organizations (e.g., UNODC, INTERPOL, Europol, AFRIPOL, AIMC, IACP, etc.)
• Lead regional and contribute to global efforts to develop programs, events, and presentations to educate key external bilateral and multilateral partner agencies and entities to promote Airbnb’s trust and safety capabilities and priorities.
• Provide expertise and conduct cross-functional collaboration with internal teams and fellow Airbnb stakeholders on law enforcement engagement matters in EMEA.
• Lead and/or contribute to law enforcement communication and correspondence during crisis response and/or high-risk law enforcement operations in EMEA.
• Identify market segments and external partnership opportunities to improve Airbnb law enforcement liaison, communication, and liaison in EMEA.
• Investigate and overcome barriers to successful, collaborative law enforcement operations and data exchange in EMEA.
• Collaborate with Airbnb legal, community support, and public policy teams to achieve effective engagement with law enforcement authorities, regulators, and legislators on online safety, security, and law enforcement issues in EMEA.
• Develop, analyze, and communicate data, metrics, and performance measures to inform and evaluate the effectiveness of law enforcement engagement in EMEA.
• Manage logistics of projects from start to finish, including identifying and scoping opportunities, aligning with different teams and functions, advancing contractual agreements, coordinating rollouts, and managing budgets.
  
  

Requirements

• 10+ years of experience as a law enforcement or domestic security service officer with demonstrated expertise in investigating and preventing serious and organized crime, acts of violence, and threats to public safety.
• Law enforcement expertise and experience in conducting complex investigations involving criminal acts and/or national security matters including but not limited to violent crime, organized crime (e.g., human trafficking, drug trafficking, financial fraud, etc.), child sexual exploitation, terrorism/violent extremism, and cybercrime.
• Professional work experience with law enforcement agencies and organizations located and/or operating in the European Union.
• Experience working collaboratively with law enforcement managing/addressing law enforcement requests for information, production/judicial orders, emergency disclosure requests, Mutual Legal Assistant Treaty (MLAT) requests, and emergencies-in-progress from a range of varied and legal systems common to EMEA. 
• Professional working knowledge of legal frameworks associated with individual data privacy rights, particularly the European Union’s General Data Protection Regulation (GDPR).
• Law enforcement training, expertise, and experience in crisis planning and management and critical incident response.
• Ability to work effectively in a global environment, including an understanding of cultural differences.
• Demonstrated maintenance of a highly developed network of resources, cultivated through years of building relationships with global law enforcement and security services, ensuring liaison effectiveness in varied regions with complex geopolitical, cultural, and business environments.
• Excellent oral and written communication and presentation skills, including an ability to deliver clear and concise executive presentations.
• Excellent organizational and analytical skills, and a demonstrated record of cross-functional collaboration.
• Professional presence and ability to interact effectively with executive management.
• Capable of inspiring trust and confidence through effective communication and interpersonal skills with employees at all levels within Airbnb.
• Sound work ethic, judgment, and ability to work independently with minimal supervisory oversight.
• Willingness to travel frequently throughout EMEA, and periodically to other regions.
• Willingness and flexibility to support GSRM functions in EMEA on a 24/7 basis.
• Native Proficiency (fluency) in English and French languages is required.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

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 200 countries and regions. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

The mission of the Airbnb Global Safety and Risk Management (GSRM) team, as a component of Fraud and Safety Operations, is to foster a safe, secure, and healthy workplace for our employee community and peace of mind for Airbnb’s global community. Airbnb GSRM programs include Global Threat Assessment Program; Insider Threat Prevention Program; and Global Law Enforcement Liaison & Organized Crime Syndicates Investigations (OCSI). 

The Global Law Enforcement Liaison team is comprised of Law Enforcement Operations (LE Ops) and Global Law Enforcement Engagement (GLEE). LE Ops is responsible for liaising with law enforcement agencies on public safety and/or criminal matters with an alleged nexus to Airbnb. This includes processing law enforcement data disclosure requests, contributing to law enforcement investigations involving Airbnb stakeholders, and advancing trusted relationships with international law enforcement agencies in the interest of public and life safety. Working alongside LE Ops, the GLEE practice conducts strategic bilateral and multilateral engagement with international law enforcement entities and relevant domestic security services in a proactive manner to develop and nurture new relationships and strengthen established trusted relationships with partners to mitigate online and offline criminal and life safety threats to the Airbnb community. 

The Global Law Enforcement Engagement Regional Lead for Europe, the Middle East, and Africa (EMEA) is responsible for driving strategic bilateral and multilateral communication, cooperation, and collaboration efforts with law enforcement entities and domestic security services located and/or operating in EMEA to protect Airbnb equities and stakeholders from criminal threats and acts of violence in close coordination with other Airbnb GSRM teams. The Global Law Enforcement Engagement Regional Lead for EMEA  will report directly to the Manager, Global Law Enforcement Engagement. 

Airbnb seeks a dynamic professional with a strong background as a law enforcement and/or domestic security service official to develop strategic initiatives to align Fraud & Safety Operations’ priorities and effective global law enforcement engagements in a dynamic and fluid environment where life safety is the top priority. The successful candidate brings law enforcement expertise with experience working in EMEA, strong interpersonal and communications skills, initiative, a collaborative mindset, and a passion for safeguarding the Airbnb enterprise and community from criminal and life safety threats.

Responsibilities

• Lead, develop, and manage Airbnb efforts to cultivate trusted and reliable relationships with law enforcement partners in the EMEA region to safeguard the Airbnb community. 
• Lead and promote effective information exchange and collaboration with regional law enforcement on criminal threat and life safety matters that endanger the Airbnb community. 
• Lead, develop, and maintain effective working relationships with law enforcement and government authorities in EMEA by building partnerships and coalitions through liaison with international law enforcement organizations (e.g., UNODC, INTERPOL, Europol, AFRIPOL, AIMC, IACP, etc.)
• Lead regional and contribute to global efforts to develop programs, events, and presentations to educate key external bilateral and multilateral partner agencies and entities to promote Airbnb’s trust and safety capabilities and priorities.
• Provide expertise and conduct cross-functional collaboration with internal teams and fellow Airbnb stakeholders on law enforcement engagement matters in EMEA.
• Lead and/or contribute to law enforcement communication and correspondence during crisis response and/or high-risk law enforcement operations in EMEA.
• Identify market segments and external partnership opportunities to improve Airbnb law enforcement liaison, communication, and liaison in EMEA.
• Investigate and overcome barriers to successful, collaborative law enforcement operations and data exchange in EMEA.
• Collaborate with Airbnb legal, community support, and public policy teams to achieve effective engagement with law enforcement authorities, regulators, and legislators on online safety, security, and law enforcement issues in EMEA.
• Develop, analyze, and communicate data, metrics, and performance measures to inform and evaluate the effectiveness of law enforcement engagement in EMEA.
• Manage logistics of projects from start to finish, including identifying and scoping opportunities, aligning with different teams and functions, advancing contractual agreements, coordinating rollouts, and managing budgets.
  
  

Requirements

• 10+ years of experience as a law enforcement or domestic security service officer with demonstrated expertise in investigating and preventing serious and organized crime, acts of violence, and threats to public safety.
• Law enforcement expertise and experience in conducting complex investigations involving criminal acts and/or national security matters including but not limited to violent crime, organized crime (e.g., human trafficking, drug trafficking, financial fraud, etc.), child sexual exploitation, terrorism/violent extremism, and cybercrime.
• Professional work experience with law enforcement agencies and organizations located and/or operating in the European Union.
• Experience working collaboratively with law enforcement managing/addressing law enforcement requests for information, production/judicial orders, emergency disclosure requests, Mutual Legal Assistant Treaty (MLAT) requests, and emergencies-in-progress from a range of varied and legal systems common to EMEA. 
• Professional working knowledge of legal frameworks associated with individual data privacy rights, particularly the European Union’s General Data Protection Regulation (GDPR).
• Law enforcement training, expertise, and experience in crisis planning and management and critical incident response.
• Ability to work effectively in a global environment, including an understanding of cultural differences.
• Demonstrated maintenance of a highly developed network of resources, cultivated through years of building relationships with global law enforcement and security services, ensuring liaison effectiveness in varied regions with complex geopolitical, cultural, and business environments.
• Excellent oral and written communication and presentation skills, including an ability to deliver clear and concise executive presentations.
• Excellent organizational and analytical skills, and a demonstrated record of cross-functional collaboration.
• Professional presence and ability to interact effectively with executive management.
• Capable of inspiring trust and confidence through effective communication and interpersonal skills with employees at all levels within Airbnb.
• Sound work ethic, judgment, and ability to work independently with minimal supervisory oversight.
• Willingness to travel frequently throughout EMEA, and periodically to other regions.
• Willingness and flexibility to support GSRM functions in EMEA on a 24/7 basis.
• Native Proficiency (fluency) in English and French languages is required.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

This role must be based in Ireland however relocations will be considered 

The Difference You will Make:

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Senior Specialist, Premium Support. The ideal candidate is flexible, hospitable, analytical, and committed to delivering the highest standards of service in English and in German, spoken and written. This is a full time position based in Ireland.

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day: 

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.  
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what 
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle.

Your Expertise:

Your background & experience

• 5+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.  
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• World class interpersonal and communication skills, both written and spoken, including conflict resolution.
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed. 
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments. 
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English and German, spoken and written, is required.

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Ireland to be able to conduct their work. We are open to candidates relocating from other countries.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.