Senior Trust and Safety Specialist at Airtasker

Team, Full-time, Sydney, Australia sydney full-time
Posted 18 days ago

Who we are

Airtasker is Australia’s no. 1 marketplace for local services. 

We’re reimagining the future of work by empowering people to realize the full value of their skills. Creating jobs isn’t just a by-product of the work we do, it’s our core purpose.  One of our most important values at Airtasker is that people matter and that every single person has unique skills. We are a global marketplace, creating jobs and helping people all around the world get more done.  

With more than $1 billion of job opportunities created through our marketplace and following a recent ASX listing, we’re making huge strides and we need your help to accelerate us on our mission! 

About the role

The purpose of AirSupport is to provide excellent user support and resolve user problems and conflicts, to maximise the lifetime value of our users and protect the Airtasker brand. We are looking for a Senior Trust and Safety Specialist to resolve escalated issues related to trust, safety and account eligibility to ensure Airtasker is a trusted platform.

What you'll do

  • Responsible for resolving and providing guidance on escalated issues related to trust & safety and conflicts between users, including coordinating with external law enforcement and government authorities
  • Responsible for resolving, and providing guidance on escalated issues related to account eligibility and moderation
  • Build and optimise processes for resolving issues relating to trust & safety, account eligibility, and Airtasker’s Community Guidelines to ensure user behaviour is aligned with Airtasker mission and strategy as the world’s most trusted marketplace for local services
  • Responsible for providing technical guidance and coaching to AirSupport and other Airtasker teams on trust & safety and account eligibility, including training and feedback 
  • Provide education to users on how to use the Airtasker platform safely and responsibly to reduce occurrence of support issues and enable users to self serve resolutions to their support enquiries
  • Partner with internal and external teams to drive Airtasker’s strategy and approach to trust & safety and moderation in the marketplace to reduce the occurence of these issues
  • Contribute to a high standard for how AirSupport works by inviting input and contributing to internal rituals, whilst leading by example in how we deliver a customer support experience that raises the bar
  • Strengthen relationships between AirSupport and other functions by championing the customer voice to elevate the overall customer support experience
  • What it takes to be successful in this role:

  • Strong knowledge of customer service principles including metrics and tools
  • Strong understanding of trust & safety issues and best practices on how to handle these
  • Ability to apply customer support principles and priorities to handle complex issues in a way that optimises the outcome for both Airtasker and the user
  • Outstanding written and verbal communication skills for internal and external audiences
  • Ability to exercise high level commercial judgement and awareness of the business impact by balancing financial, legal and PR risks in deciding on the solution
  • Strong understanding of dispute and conflict resolution practices
  • Sound understanding of the Airtasker ecosystem including the product / functional groups and structure
  • Decisive - with sound, commercial judgement and tolerance for ambiguity
  • Effective leader - empowers, influences, eagerness to help others learn and grow
  • Ability to identify opportunities for process optimisation and take ownership for the end to end design and execution
  • Strong understanding of the local regulatory frameworks related to consumer and safety matters
  • Ability to conduct reporting, draw insights and make data-informed decisions
  • What you'll love:

  • Competitive compensation package
  • Visa, PR sponsorship and relocation support
  • A culture of context, not control - we believe that empowering people through Airtasker starts with empowered people within Airtasker.
  • Flexible workplace environment - we embrace flexible working to support different life stages and lifestyle preferences.  
  • Learning and development - as humans, we never stop growing - we believe feedback is a gift, and provide allowances to empower you to identify learning that is right for you
  • Progressive parental leave policies - we believe that feeling supported to stay connected to both your professional and personal self when raising a family is vital in bringing your best self to work. 
  • Airtasker credits - Whether it’s help around the home or planning your next date night, use $1000 worth of credits every year to help you get more done.
  • Connection and celebration - From local “social-cell” events near your house, kids parties in the office, to mega yacht cruises on the harbour - we work hard, and celebrate connecting as people. 
  • Dog-friendly office - say hello to Harvey, Bruce, and Teddy!
  • At Airtasker we believe in culture add - that each person is different and has their own background, learnings and unique experiences that can add to the Airtasker cultural tapestry. We pride ourselves on our inclusive culture and encourage applications from people of all backgrounds.