Safety Specialist Trust Safety
Job Summary
We are seeking a talented Safety Specialist to manage critical community safety concerns, including personal threats, violence, and exploitation. The role requires empathetic communication, quick decision-making, and trauma-informed investigation techniques. The successful candidate will work to resolve complex safety cases while maintaining high confidentiality and adhering to community policies.
Responsibilities
- Manage and resolve complex safety-related cases
- De-escalate crisis situations and manage emotions
- Collaborate with stakeholders to update safety policies
- Perform sensitive investigations using trauma-informed methodology
Required Skills
- Fluent English and Japanese (JLPT N1/TOEIC 865+)
- Crisis management and mediation experience
- Strong emotional intelligence and empathy
- Effective conflict resolution and decision-making
Job Details
Key Responsibilities:
- Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
- Recognize case type/severity while de-escalating crisis and managing other people’s emotions
- Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
- Working with Safety Lead to develop and enhance internal policies, processes and tools
- Ensure metrics driven performance
- Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
- Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
- Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
- Maintaining high levels of confidentiality while performing investigations
Job Requirements:
- 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
- University Degree and/or 3+ years relevant experience
- Fluent Japanese and English (Spoken and Written) are essential
Skills:
- 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
- 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 to resolve conflicts
- Calm and Empathetic: ability to adapt to any situation by personalizing responses
- Emotional intelligence: ability to recognise personal stress triggers and in others, self-awareness, and self-care
- Ability to work under pressure and quick decision making when faced with conflicting demands
- Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus