Trust & Safety Specialist

New

Skills

Clear Communication Critical Thinking Customer Support Data Analysis De-escalation Techniques Emotional Intelligence Incident Response Investigations Problem Solving Risk Management

The Trust & Safety Specialist will investigate reported violations of house rules, coordinate cross-functional incident responses, and provide resolutions to escalated situations. This role is pivotal in assisting with the prevention and detection of future risks while offering empathetic support to community members.

Key Responsibilities
  • Investigate reported violations of house rules.
  • Coordinate cross-functional incident responses.
  • 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.
  • Conduct thorough investigations analyzing data from sensors and gathering statements.
  • Utilize critical thinking, emotional intelligence, and creative problem-solving skills.
  • Coordinate with cross-functional partners to manage and resolve risky situations.
  • Evaluate existing processes and contribute to the development of best practices for the program.
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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