Safety Specialist/Customer Service Representative

Duration: 5+ months contract

:

We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault, Sexual Assault, Drug activity, Sex Work and Human Trafficking. The successful candidate will be able to properly identify threatening and harmful circumstances, possess empathetic communication and quick decision-making, to provide the best support possible for the Survivors and restore their status quo. The successful candidate will assist with escalated issues and initiate the user dispute request process for personal safety incidents. Our specialists are responsible for the investigation of cases involving trauma or personal harm or brand risk and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. The candidate will maintain high levels of confidentiality while performing investigations and will comprehensively document investigations through written reports and summaries. We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly. You will also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identifying and reporting trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools. Must have 1+ years of experience in a similar role.

Responsibilities:

• Recognize case type/severity while de-escalating crises and managing other people’s emotions.
• Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed.
• Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support.
• Working with Safety Lead to develop and enhance internal policies, processes, and tools.
• Ensure metrics-driven performance.
• Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied.
• Management of cases with varying complexities involving safety concerns, by using trauma-informed methodology and best practices
• Maintaining high levels of confidentiality while performing investigations
• Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members, and key stakeholders.

Experience:

• 3+ years experience in high-touch CS roles required

Skills:

• Emotional intelligence - the ability to recognize personal stress triggers and in others, self-awareness, bounce back, and demonstrated ownership of self-care.
• Ability to collaborate with internal stakeholders and/or third-party providers to resolve conflicts in a detailed, effective, and timely manner.
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
• Ability to plan, prioritize and organize tasks and communications.
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service experience
• Passion for innovation with a ‘work smarter, solution and action-oriented mindset.
• Ability to work under pressure and quick decision making, when faced with conflicting demands.
• Calm and Empathetic - the ability to adapt to any situation by personalizing responses and educating our community while remaining level-headed in tough situations.
• Excellent time management, negotiation, and conflict resolution skills
• Ability to learn and adapt to new technologies.
• Interview Process: V/C w/Hiring Manager 45min V/C w/Team member 45min.
• First Week Duties: Training on Safety policies and other SOPs
• Humanitarian work or working experience with populations who have experienced various types of trauma.
• 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role

Education:

• Bachelor's degree or High School

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

Recruiter Details:

Mohina

Email: [email protected]

Direct: (503) 288-7186

Internal Reference ID - 23-25069