Safety Specialist

• 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 and Sexual Assault, Drugs activity, Sex Work and Human Trafficking
• Assist with escalated issues and initiate the user dispute request process for personal safety incidents
• Responsible for the investigation of cases involving trauma or personal harm or brand risk
• Negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution
• Maintain high levels of confidentiality while performing investigations
• Comprehensively document investigations through written reports and summaries
• Manage cases involving damages
• Monitor flagged and inappropriate content
• Identify and report trends in online risk
• Work with Safety support teams to develop and enhance internal policies and tools

• 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
• 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
• Fluent Japanese and English (Spoken and Written) are essential

Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus