Trust & Safety Specialist (Part-time/Hourly, Remote)

HotelTonight makes it remarkably easy to book great hotels at amazing last-minute rates on your mobile device, for tonight, tomorrow and next week. Our mission is to make people feel more alive by delivering the unexpected and we’re looking for a Trust & Safety Risk Management Specialist to help do just that and join our team remotely. Your schedule will be 5pm - 9pmPT Monday - Tuesday and Thursday - Saturday

Highlights of this role include:

Ownership: Our partners and guests depend on you to know your stuff, and to execute quickly. This requires a measure of autonomy not always found in roles like these. That kind of autonomy requires a great sense of responsibility, which is something you’re known for. We trust you to make the right call, and we’ll work closely with you to be sure you have the tools and the training to do so.

Expertise: You know the story is in the data and have honed your sixth sense about what you’re seeing there. You know better than to be suspicious of every unusual piece of information, but you know how to quickly prove or disprove undesirable activity. You know a happy customer is worth more than ten bad guys. You have a hammer, but you know better than to think everything you see is a nail. You may not know hospitality as well as you could, but you know how to get up to speed.

Opportunity: We’re scaling rapidly, and this role is evolving. Finding the right balance between the efficiency of technology and the effectiveness of a team with highly honed intuition is largely in your hands. You know what workflow improvements will improve accuracy, speed and consistency, and as a member of the team, you will get to create those improvements see them take shape.

WHAT YOU'LL DO

  • Make decisions in multiple high volume queues with a goal to mitigate insults and risk
  • Work with Trust & Safety Manager to develop and enhance internal policies and tools
  • Investigate complex situations to identify unusual and undesirable activity
  • Mine the data to develop benchmarks and to improve efficiency and accuracy of the effort
  • Maintain high levels of confidentiality while performing investigations
  • Comprehensively document investigations

WHAT WE'RE LOOKING FOR IN YOU

  • Experience with ERP/CRM or DESK highly preferred
  • Previous experience, preferably in e-commerce, conflict resolution, fraud or risk investigations, and/or crisis management
  • Data driven, with the ability to see patterns and to make well supported decisions
  • You know SLAs & KPIs, but you also know success is equally qualitative - happy customers and getting it right the first time really, really matters
  • You know what confirmation bias is, and how to avoid it
  • You love to learn and try new technologies
  • Detail Oriented - you do your due diligence when completing an investigation
  • You’re curious and enjoy applying critical thinking skills to solve hard problems
  • Solid judgment and a strong moral compass
  • Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
  • Strong written (email) and interpersonal communication skills

WHAT YOU'LL GET FROM US

  • The opportunity to define mobile commerce and change the way people book travel
  • The camaraderie of a driven, agile team that is building something disruptive
  • Paid vacation time and quarterly travel credits to stay with our amazing hotels
  • Competitive compensation and pre-IPO options at a thriving company funded by top investors
  • Healthcare premiums covered for employees, FSA/HSA, 401(k)


Meet Some of HotelTonight's Employees

Deyola A.

Regional Manager, Florida, Mexico, & Caribbean

Working as part of the Supply staff, Deyola leads a regional team in finding and acquiring top-notch hotels for HotelTonight users in the Florida, Mexico, and Caribbean regions.

Jatinder S.

Director, Platform Engineering

Jatinder and his Platform Team build and maintain state-of-the-art software to make sure HotelTonight’s platform operates at peak performance and delivers the most relevant hotel options to its customers wherever they are in fractions of a second.


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