Trust & Safety Specialist - (International)
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.
Curious about the Kasa experience? Save 15% when you book on kasa.com
Benefits
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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!
- Competitive Salary: We offer total compensation at or above market rates plus additional earning opportunities based on the position.
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Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!
Who We Are
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 provide stylish, professionally managed accommodations to business and leisure travelers. 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!
Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities. If anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.
Kasa is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need.
Kasa 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.
Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team.
A Note on Recruiting & Job Scams
The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this article from consumer.ftc.gov for more details.