Workster is partnering with major BPO company to recruit a Safety Advisor (German & English) for an Airbnb safety project in Lisbon.In this role, you will be responsible for handling safety-related inquiries from Airbnb users, assisting with urgent situations, and ensuring that Airbnb’s policies and emergency protocols are correctly implemented. You will play a key role in protecting both guests and hosts while providing empathetic and professional support.This is a full-time, on-site position offering a unique opportunity to work in a dynamic and fast-paced environment.

Your Role

  • Handle inbound and outbound calls, messages, and chat inquiries related to urgent and sensitive safety issues
  • Provide empathetic and professional assistance to Airbnb users in crisis situations
  • Understand and implement Airbnb’s policies to ensure user safety and compliance
  • Investigate, escalate, and resolve safety concerns and incidents
  • Customize responses to customer queries, ensuring clarity and accuracy
  • Communicate emergency procedures effectively to affected users
  • Manage complex cases using a trauma-informed approach and industry best practices
  • Research issues using available resources and troubleshoot where necessary
  • Identify and report product or process issues that may impact user safety
  • Maintain accuracy and security of customer information on Airbnb systems

Your Qualifications

  • Fluent German (C1/C2) and proficient English (B2+)
  • Strong communication and problem-solving skills
  • Ability to handle sensitive and potentially distressing situations with professionalism and empathy
  • Ability to work in a fast-paced environment while ensuring compliance with company policies
  • Previous experience in customer service, safety operations, or crisis management is an advantage
  • Comfortable working with confidential information and handling security-related concerns

The Offer

  • Full-time employment contract under Portuguese labor law
  • Comprehensive training program fully covered and included in the contract
  • Work in a multicultural and dynamic office environment
  • Career development opportunities within an international company
  • Assistance with Portuguese documentation for non-Portuguese citizens
  • Relocation support, including flight reimbursement and temporary accommodation options
  • Paid holiday and Christmas bonuses, in accordance with Portuguese law