Trust & Safety Specialist (1 year contract)

Salt is looking to hire a Safety Specialist to assist with escalated issues and initiate the user dispute request for personal safety incidents. Our specialists will be 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.

Responsibilities

Focused on understanding and ramping up on core work, by establishing and maintaining rapport with members, other team members and key stakeholders

Recognize case type/severity while de-escalating crisis and managing other people's emotions

Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied

Working to develop and enhance internal policies, processes, and tools

Ensure metrics driven performance

Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices

Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support

Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed

Maintaining high levels of confidentiality while performing investigations

This role may require schedule flexibility to meet operational needs.

Qualifications

University Degree and/or 3+ years relevant experience

1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role

Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service. Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus

Ability to plan, prioritise and organise tasks and communications

Ability to learn and adapt to new technologies

Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner

Excellent time management, negotiation, and conflict resolution skills

Passion for innovation with a work smarter, solution and action-oriented mindset

Ability to collaborate with internal stakeholders and/or third-party providers to resolve conflicts in a detailed, effective, and timely manner

Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level-headed in tough situations

Emotional Intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care

Ability to work under pressure and quick decision making when faced with conflicting demands

CEI No: R1659595 / EA No: 07C3147