Trust & Safety Specialist - Remote - job 2 of 2

The Role

• We are 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.

About the Team

• 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.

Day in the life of a Kasa Trust & Safety Specialist

• 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.

Experience

• 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.

Plus if...

• 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.

In one year, you will succeed at Kasa by having:

• Become an integral and trusted component of the Trust & Safety team that helps lead incident response at Kasa.
• Informed the development of new operating procedures and processes within Trust & Safety.
• Multiplied impact by helping to contribute to a Safety first culture within Guest Experience.

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!
• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a 50% discount on any nights for friends and family
• Generous Stock Option Plan: We believe the success of our business should be shared with our team. As you grow with us, we increase the opportunities for you to become part-owners of our company.
• Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it's not disruptive to their work.
• Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the work day.
• 401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 50% of the first 4% of deferred salary.
• Competitive Salary: We offer base salaries at or above market rates plus additional earning opportunities based on the position
• Health Coverage: We've invested in comprehensive health insurance options to help when you need it most

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