Trust Investigation Lead

Job title: Trust Investigation Lead in USA at Airbnb

Company: Airbnb

Job description: The Community You Will Join:

The Trust Investigations team plays a critical role in ensuring Airbnb remains a trusted platform for our community. As part of Trust Operations, you will collaborate with cross-functional partners, including Legal, Policy, and Product teams, to address complex and sensitive cases that impact our hosts and guests globally. You will be joining a high-performing, diverse team committed to maintaining high standards of safety and integrity while adapting to an evolving landscape.The Difference You Will Make:

As a Trust Investigation Lead and Manager, you will oversee a team handling high-risk and escalated cases, ensuring operational excellence and quality deliverables. Your leadership will be pivotal in driving performance, fostering team development, and aligning global strategies to enhance trust and safety across the platform. Success in this role will be measured by improvements in case resolution efficiency, team engagement, and the seamless execution of trust initiatives.A Typical Day:

• Manage and coach a team of 8-15 specialists, providing performance-based feedback and development opportunities.


• Oversee the execution of complex and high-sensitivity cases, acting as the highest escalation point for decision-making.


• Drive continuous improvements in investigation processes by collaborating with Quality Assurance and cross-functional teams.


• Support the onboarding and ongoing training of specialists, ensuring they are equipped with the necessary skills and knowledge.


• Analyze performance data to identify trends and implement targeted coaching strategies for skill enhancement.


• Communicate key business updates and ensure smooth adoption of new initiatives, tools, and workflows.


• Partner with global stakeholders to align on trust strategies and operational improvements.

• 8+ years of experience in customer operations, trust and safety, or a related field, with at least 2 years managing teams.


• Proven track record in driving team performance, including setting goals, coaching, and implementing performance improvement plans.


• Experience handling high-risk cases, making critical decisions, and managing crisis situations.


• Strong ability to translate strategic objectives into actionable plans for operational teams.


• Exceptional communication skills with the ability to provide clear context and leadership through change.


• Proficiency in data analysis tools (e.g., Tableau, SQL, Excel, Google Sheets) to track and optimize performance.


• Demonstrated commitment to fostering a diverse and inclusive work environment.


• Ability to work weekends and be on-call as needed to support urgent escalations.

Expected salary:

Location: USA

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