Specialist, User Knowledge Operations

***The salary range for this position is $20.00 - $25.00 per hour.***

***Please note, that all applicants applying for US job openings must be legally authorized to work in the United States.***

Founded in 2008, our Customer represents a global travel community that offers magical end-to-end trips, including where you stay, what you do and the people you meet. They exist to create a world where anyone can belong anywhere, providing healthy travel that is local, authentic, diverse, inclusive and sustainable. Their website and app uniquely leverage technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs.

We are seeking a Specialist, User Knowledge Operations on a contract basis to support our Customer's business needs. In the Operations Management Job Family, you will be responsible for working with your team to ensure that daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users or the Company platform. You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focus on analyzing online patterns and trends. Your scope within the role is outlined below and your level is defined by the Company's Levels Framework. This role is 100% remote.

What You’ll Do:

• Maintain Subject Matter Expertise in User Knowledge Operations to successfully complete core work and escalations
• Educate users on how to maintain security and safety while using the platform responsibly
• Investigate complex situations and potential brand risks that surfaced in high-volume queues
• Work with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
• Understand our risk systems and investigate account patterns
• Identify and escalate trends and product vulnerabilities to stakeholders
• Maintain high levels of confidentiality while performing investigations
• Comprehensively document investigations
• Develop and maintain a comprehensive understanding of the purpose of User Knowledge Operations
• Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task
• Demonstrate great judgment and be open to sharing what you know with others

Must Haves:

• 1-2 years of experience in risk management, fraud prevention, or Trust and Safety
• Experience with customer ticketing systems
• Familiarity with Mac OS and Google Workspace: mail, docs, sheets, and slides
• SQL, JSON, or equivalent experience with other coding languages preferred
• Fluency in another language preferred
• Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner
• Ability to balance fraud prevention alongside a positive customer experience
• Excellent problem-solving, critical thinking, and analytical skills, with an ability to organize and work independently with rapidly changing priorities
• Self-motivated and detail-oriented, with a focus on solutions and outcomes
• Strong investigative ability, due diligence, internet research, organizational, and analytical skills
• Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors
• Desire to work in a fast-paced and rapidly changing environment
• Ability to multi­task, learn, and adapt to new technologies
• Ability to remain calm in time-sensitive situations, prioritize and respond to user and cross-­functional team needs
• Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users
• Ability to analyze data for patterns and draw conclusions and suggestions

Education:

• Bachelor’s Degree

Hours & Location:

• M-F, 40 hours/week. This role will be 100% remote.

Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engage Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

Please note: In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.