Trust and Safety Specialist | Work At Home Customer Service Jobs

About the Role

Title: Trust and Safety Specialist (Philippines)

Location: Manila, Manila, Philippines

JobDescription:

This role is fully remote but must be based within the Philippines, we set a location because some job boards require it.

Kasa is looking for a Trust & Safety Specialist who contributes to building assurance within the Kasa community and helps to keep our community members safe.
In this role, you will be investigating reported violations of house rules, coordinate cross-functional incident response, provide a resolution to escalated or potentially harmful situations, and assist in the prevention and detection of future risks.

You will report to the Senior Program Manager of Trust & Safety and provide a consistent, caring, and empathetic response to the community members you will be interacting with directly.

This role is in our Trust & Safety team and serves fundamental needs within our Guest Experience (GX) department who all work remotely across the world. Our efforts tie us to other operational teams in property operations, partner success, and more.
Safety is fundamental to Kasa and we are passionate about helping to ensure our trust is intrinsic between our buildings, guests, neighbors, and property partners.

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.

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.