Trust & Safety Specialist - Remote - job 1 of 2
This role is fully remote, we set a location because some job boards require it.
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
Who We Are
Kasa is building a global accommodations brand unlike any other. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well priced, trustworthy, and that offers a large selection of great locations. Our guests enjoy seamless check-ins, spacious apartments, and attractive amenities, helping them feel right at home. If anything comes up, our remote guest experience team is available 24/7, ensuring our hospitality is always felt, though rarely seen.
Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays. Our products and systems unlock unparalleled flexibility to operate anywhere from a few Kasa to a few hundred Kasas in any type of building, in just about any location. We currently have Kasas in over 17 states and are expanding into new markets all the time.
All of this is made possible by our team members, each of whom plays a critical role in fulfilling our vision and mission. We strive to foster a culture that values feedback, support, and collaboration throughout the organization. As a remote-first company, we work hard to bridge the gap of distance through initiatives that foster connection across Kasa. A few examples include lively All-Hands meetings, department get-togethers (online and in-person), and teamwide celebrations of important milestones. We offer benefits that encourage team members to stay at Kasa properties to experience our product firsthand and meet local team members when nearby. Guests are crucial to Kasa's mission. Accordingly, every new Kasa team member gets trained in our Guest Experience Akademy during their onboarding.
Our team is fortunate to have diverse backgrounds, personalities, and experiences united by a commitment to excellence and passion for our industry. If Kasa's vision and culture speak to you, and you're up for the challenge of building a company on the cutting edge of real estate, we would love to have you on our team!
Kasa Living is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the form i-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here and here.
By
Kasa
Kasa's vision is to unleash the potential of livable space. To achieve this, we are building a global short-term rental brand that is beloved by guests, indispensable to landlords and desired by neighbors. We are a team of Resourceful, Flexible, C...
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