Safety Specialist

Responsibilities

• Investigate escalated cases involving trauma, personal harm, safety concerns, and brand risk.
• Identify threatening and harmful circumstances involving personal safety threats, domestic violence, suicide or self-harm, child exploitation, physical or sexual assault, drug activity, sex work, and human trafficking.
• Provide empathetic, trauma-informed support to survivors and community members.
• Initiate user dispute requests for personal safety incidents and make policy-based determinations after verifying facts.
• Negotiate collaboratively to resolve cases effectively.
• Maintain strict confidentiality and document investigations through written reports and summaries.
• Educate hosts and guests on positive experiences, security, safety, and responsible platform use.
• Manage cases involving damages and monitor flagged or inappropriate content.
• Identify and report trends in online risk.
• Collaborate with Safety support teams and stakeholders to develop and enhance internal policies, processes, tools, and emergency plans.
• Establish rapport with community members, team members, and key stakeholders.
• Recognize case type and severity, de-escalate crises, and manage emotions in difficult situations.
• Track and deliver metrics-driven performance.
• Summarize incidents and keep stakeholders informed.

Requirements

• At least 1 year of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role.
• Experience in advocacy, crisis management, mediation, clinical or non-clinical social work, or e-commerce customer service.
• Ability to plan, prioritize, and organize tasks and communications.
• Ability to learn and adapt to new technologies.
• Excellent written and spoken communication skills in Japanese and English.
• Strong interpersonal, time management, negotiation, and conflict resolution skills.
• Ability to collaborate with internal stakeholders and third-party providers.
• Calm, empathetic, emotionally intelligent, and able to work under pressure.
• Ability to make quick decisions while managing conflicting demands.
• University degree and/or 3+ years of relevant experience.

Nice to Have

• Humanitarian work or experience supporting populations affected by trauma.

Compensation and Benefits

• One-year, full-time position based in Japan.