Trust & Safety Specialist (Philippines)

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 but required to be based within the Philippines Schedule: Our team operates across Pacific Time hours of 6:00 AM – 11:00 PM (9:00 PM – 2:00 PM PHT) and team members are expected to work flexible shifts within this window 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, coordinating cross-functional incident response, providing resolution to escalated or potentially harmful situations, and assisting in the prevention and detection of future risks. You will report to the 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 Trust & Safety department who work remotely across the world. Our efforts tie us to other operational teams in our portfolio teams, and hospitality programs. 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 by email, SMS and phone call. Monitor reports from our in-unit technology and proactively reach out to community members who may be violating our house rules. Provide empathetic and caring support for members of our community who have had a poor experience during their Kasa stay. Utilize critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive situations and escalated safety concerns. Incident resolution will often include: Partner with other Trust & Safety Specialists to meet shared goals for incident resolution and guest de-escalation. 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. Regular management of cross-functional incident response efforts. Strength in de-escalation techniques and victim advocacy. Reliable, consistently on time, and follow through on what you promise. You are approachable, and listen actively to understand the primary cause of frustration when speaking with those who have had a poor experience. You have clear examples of results from your sound judgment and decision-making, most of which occur through autonomously solving problems with minimal oversight. Flexible and willing to work off-hours, which will include weekends and holidays in order to support our community. You've worked in the hospitality industry at some point in your career. You're familiar with the CRM: Kustomer. 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: An eagerness to learn new systems and platforms in a tech startup 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 for guests. The Pay The starting base pay range for this role is between $8 and $9 an hour. This is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits. 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 SSA and 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. 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. #J-18808-Ljbffr