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Trust & Safety Specialist

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Skills

Active Listening Clear Communication Customer Support De-escalation Techniques Emotional Intelligence Incident Response Investigative Skills Problem Solving Risk Management Trust & Safety

The Trust & Safety Specialist (International) plays a crucial role in ensuring the safety and well-being of community members by investigating reported violations of house rules and coordinating responses to incidents. This position requires a proactive approach to risk management, with a focus on empathetic support for individuals facing challenges.

Key Responsibilities
  • Investigate reported violations of house rules.
  • Coordinate cross-functional incident response to manage and resolve risky situations.
  • Provide resolutions to escalated or potentially harmful situations.
  • Assist in the prevention and detection of future risks.
  • Respond to inbound customer contacts and urgent incident types.
  • Monitor in-unit technology and proactively contact community members violating house rules.
  • Provide empathetic and caring support for community members with negative experiences.
  • Conduct thorough investigations analyzing data from sensors and gathering statements.
  • Utilize critical thinking, emotional intelligence, and creative problem-solving skills.
  • Identify and communicate potential risks for internal escalation.
Required Skills & Qualifications
  • 3+ years of experience in a customer-facing Trust & Safety role.
  • 3+ years of experience in conducting investigations and handling high-priority issues.
  • Knowledge and experience managing cross-functional incident response efforts.
  • Expertise in active listening and clear communication.
  • Sound judgment and problem-solving skills with minimal oversight.
  • Expertise in de-escalation techniques and victim advocacy.
  • Willingness to work off-hours, including weekends and holidays.
  • Remote work flexibility.
  • Competitive salary with Wi-Fi stipend and home office stipend for full-time roles.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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