Trust & Safety Specialist - (International)
KasaAbout the role
About Kasa
Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.
Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences.
Location: This role is fully remote in the Philippines; we set a location because some job boards require it.
The Role
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.
About the Team
Trust & Safety stakeholders take a hands-on, solutions-oriented approach to propelling Kasa's growth, offering flawless guest experiences while minimizing near-term and long-term risks. While our team has a broad set of backgrounds in hospitality, public policy, law, real estate, technology and beyond, everyone joined Kasa to because they are passionate about providing excellent service to our guests. Our team shares a positive, collaborative mindset, creating opportunities to grow within and outside your area of expertise.
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.
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