Trust And Safety Specialist

Summary

Join Kasa as a Trust & Safety Specialist and contribute to a safe and secure community. Investigate reported violations, coordinate incident responses, resolve escalated situations, and prevent future risks. You will report to the Manager of Trust & Safety, providing empathetic support to community members. This fully remote role, based in the Philippines, requires experience in customer-facing Trust & Safety, investigations, and cross-functional incident response. The ideal candidate possesses strong communication, problem-solving, and de-escalation skills. Kasa offers remote work flexibility, competitive pay, and additional perks.

Requirements

• 3+ years of experience in a customer-facing Trust & Safety role
• 3+ years of experience conducting investigations and handling urgent and high-priority issues
• Knowledge and experience managing cross-functional incident response efforts
• You default to active listening and capture details and responses in a clear, approachable, and actionable way in your written and spoken responses
• You have hundreds of examples of results from your sound judgment, most of which occur through autonomously solving problems with minimal oversight
• Expertise in de-escalation techniques and victim advocacy
• Flexible and willing to work off-hours, which will include weekends and holidays in order to support our community

Responsibilities

• Respond to inbound customer contacts and urgent incident types
• Monitor our in-unit technology and proactively contact community members who are violating our house rules
• Provide empathetic and caring support for members of our community who have had a negative experience
• Complete thorough and detailed investigations by analyzing data from our in-unit sensors and obtaining statements from community members to inform how Kasa responds to critical events
• Utilize critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive situations and safety concerns
• Coordinate with our cross-functional partners to manage and resolve situations that place our community members at risk
• Identify and communicate potential risks for internal escalation and review from Safety leadership
• Evaluate existing processes and inform the creation of additional best practices for the Trust & Safety program

Preferred Qualifications

• You've worked in the hospitality industry at some point in your career
• Experience working in a fast-paced environment with consistent change
• Experience working in a remote environment

Benefits

• ���� Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!
• ���� The Pay: The starting hourly pay range for this role is between $8 and $9 and is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The hourly pay range is subject to change and may be modified in the future
• ��� Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!