Trust & Safety Specialist for Kasa Living

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.

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.

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