Safety Specialist
About the job
Safety Specialist - Remote
11 Month Contract
About the Role
We are seeking a skilled Safety Specialist to join a global online platform and ensure the safety and security of its users. The role involves managing complex safety cases, providing empathetic support, and maintaining trust in platform services. The ideal candidate is detail-oriented, communicates effectively, and can make informed decisions under pressure.
This position is 100% remote, requiring 40 hours per week, including rotational weekend shifts.
Key Responsibilities
-
Build rapport with users, team members, and stakeholders while learning core responsibilities.
-
Identify case severity and de-escalate crises while managing emotions.
-
Apply platform policies to resolve safety concerns effectively.
-
Handle cases involving trauma, personal harm, or potential brand risk using trauma-informed approaches.
-
Collaborate with analysis teams to maintain high-quality user experiences.
-
Track performance metrics and ensure accountability for outcomes.
-
Contribute to the development and improvement of internal policies, processes, and tools.
-
Implement emergency plans and communicate them sensitively to affected individuals.
-
Summarize incidents and provide detailed reports while maintaining confidentiality.
-
Monitor flagged content and identify trends in online risk.
Qualifications
-
University degree and/or 3+ years of relevant experience.
-
1+ year experience in customer service, mediation, social work, psychology, emergency services, or similar roles.
-
Background in e-commerce customer service is a plus.
-
Fluent in English; additional European language (Spanish, French, Portuguese) preferred.
-
Comfortable using translation tools in non-native languages.
-
Experience in advocacy, crisis management, mediation, or social/humanitarian work is a plus.
-
Strong organizational, planning, and communication skills.
-
Solution-oriented, collaborative, and emotionally intelligent.
-
Able to work under pressure and make quick decisions when needed.
