Job Post

Trust and Safety Advisor

400 1st Avenue
Needham, MA 02494

The Trust & Safety Team is responsible for providing a professional and consistent level of authentication for all TripAdvisor Vacation Rentals accounts & bookings. The Trust and Safety Adviser will work to validate new accounts and bookings and provide support to travelers and property owners who contact TripAdvisor Vacation rentals regarding trust and safety issues. The Trust and Safety Adviser is also responsible for mentoring, training, assisting and setting rotas for the Trust and Safety Advisers and wider team.

Key responsibilities:

  • Have the insight to provide new ideas which will improve and add to the current processes that we use in the Trust and Safety Team
  • Assist Trust and Safety advisers with escalation cases, mentor and train them in best practice and be the lead in their respective office for organizing daily routines and procedures.
  • Assist in validation checks for new account holders and booking travelers:
  • Investigate accounts and bookings using the information provided by the customer
  • Analyse information and make conclusions in an efficient manner about the legitimacy of the account/booking
  • Make justifiable decisions in regards to evidence found and relating this to how we can proceed with new customers
  • Understand and meet targets supplied so that we meet all our customers needs as efficiently as possible

Provide customer support:

  • Use your experience to assist with escalation cases and ensure that standards are maintained
  • Make and respond to telephone calls and emails to assist customers with any additional checks we may need to validate their account before activation/validate their booking before the check-in date, also assist more junior team members where appropriate
  • Resolve issues that arise from validation checks and provide clear and concise feedback to the customer
  • Handle any issues associated with the misuse of a customers account that would affect travelers
  • Investigate existing account holders for suspicious or fraudulent behavior
  • Evaluate the risk that an existing customer would pose to the company
  • Use in-house tools to recognize the increased threat of an existing account and act upon that information in an efficient manner

Attributes required within the Trust and Safety Team:

  • Exceptional attention for detail & high-quality research skills
  • Active interest in the internet fraud world and a keen desire to learn new skills
  • Problem solving skills with the willingness to take ownership and resolve issues
  • Ability to listen and communicate well with an excellent telephone manner
  • Excellent written skills with proper grammar usage and thorough, yet concise verbiage
  • Good time management and self-organization
  • Ability to keep calm under pressure
  • Desire satisfaction from making a difference, exceeding customer expectations, and a willingness to go the extra mile
  • Being an open and honest team player
  • Desire to thrive in a hardworking team
  • Ability to challenge ideas and ask questions
  • Demonstrate pro-activity and responsibility

Skills and Qualifications:

  • Must be able to work weeknights and/or weekends
  • Prior experience within a Customer Service role is desirable
  • Experience in a research environment is advantageous
  • Must be confident in using a PC
  • Prior experience with Microsoft Office Software and an image editing package (i.e. Photoshop) within a Customer Service role is desirable
  • Fluent in a second language (Spanish, French, Portuguese, German, Italian, etc.) is preferable
Category: Customer Success

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