Security Associate

About Kasa

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.

Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences. Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities - and if anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.

The Role

Kasa is looking for a Trust & Safety Specialist who contributes to building assurance within the Kasa community and helps to keep our community members safe.

In this role, you will be investigating reported violations of house rules, coordinate cross-functional incident response, provide a resolution to escalated or potentially harmful situations, and assist in the prevention and detection of future risks.

You will report to the Senior Program Manager of Trust & Safety and provide a consistent, caring, and empathetic response to the community members you will be interacting with directly.

About the Team

Trust & Safety stakeholders take a hands-on, solutions-oriented approach to propelling Kasa's growth, offering flawless guest experiences while minimizing near-term and long-term risks. While our team has a broad set of backgrounds in hospitality, public policy, law, real estate, technology and beyond, everyone joined Kasa to because they are passionate about providing excellent service to our guests. Our team shares a positive, collaborative mindset, creating opportunities to grow within and outside your area of expertise.

Day in the life of a Kasa Trust & Safety Specialist

• Respond to inbound customer contacts and urgent incident types.
• Monitor our in-unit technology and proactively contact community members who are violating our house rules.
• Provide empathetic and caring support for members of our community who have had a negative experience.
• Complete thorough and detailed investigations by analyzing data from our in-unit sensors and obtaining statements from community members to inform how Kasa responds to critical events.
• Utilize critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive situations and safety concerns.
• Coordinate with our cross-functional partners to manage and resolve situations that place our community members at risk.
• Identify and communicate potential risks for internal escalation and review from Safety leadership.
• Evaluate existing processes and inform the creation of additional best practices for the Trust & Safety program.

Experience

• 3+ years of experience in a customer-facing Trust & Safety role.
• 3+ years of experience conducting investigations and handling urgent and high-priority issues.
• Knowledge and experience managing cross-functional incident response efforts.
• You default to active listening and capture details and responses in a clear, approachable, and actionable way in your written and spoken responses.
• You have hundreds of examples of results from your sound judgment, most of which occur through autonomously solving problems with minimal oversight
• Expertise in de-escalation techniques and victim advocacy.
• Flexible and willing to work days when coverage is needed, which will include weekends and holidays in order to support our community.

Plus if...

• You've worked in the hospitality industry at some point in your career.
• Experience working in a fast-paced environment with consistent change.
• Experience working with other in house departments and providing support if needed.

In one year, you will succeed at Kasa by having:

• Become an integral and trusted component of the Trust & Safety team that helps lead incident response at Kasa.
• Informed the development of new operating procedures and processes within Trust & Safety.
• Multiplied impact by helping to contribute to a Safety first culture within Guest Experience.

Benefits

• Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!

• Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.

• The Pay: The starting base pay for this role is $25 and is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

• Paid Time Off: Full-time hourly Kasa employees accrue paid time off at a generous rate that increases with tenure.

• Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the workday.

• Health Coverage: We’ve invested in comprehensive health insurance options to help when you need it most, including a company-sponsored plan with fertility coverage.

• Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!

Kasa is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need.

Kasa is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the Form I-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here and here.

Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team.

A Note on Recruiting & Job Scams

The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this  article from consumer.ftc.gov for more details.