Trust & Safety Specialist

Hey there! Thanks for stopping by. We’re Airtasker, the tech company that connects people who need to get things done with those who have the skills to do it.

Our mission is to empower people to realise the full value of their skills. This doesn’t just apply to those who use our product. It’s also for our whooooooole team of go-getters who bring the product to life and deliver impact to our community on a daily basis. Because we believe work (and life) is always better when you truly know and appreciate your strengths and skills.

AirSupport is dedicated to delivering a top-notch customer experience, maximising user lifetime value, and protecting the Airtasker brand. Our Trust and Safety Team tackles complex, escalated issues involving trust, safety, and legitimacy that impact our Community Guidelines and brand reputation.

As a Brands Trust & Safety Specialist, you'll handle escalated issues, build and optimise processes, and work closely with governing bodies in the UK or US. This Sydney-based role supports our expanding global markets and collaborates with our Manila team.

What you'll do:

• Resolve escalated trust & safety and user conflict issues, coordinating with law enforcement and authorities.
• Address account eligibility and moderation escalations.
• Develop and optimise processes for trust & safety, account eligibility, and Community Guidelines compliance.
• Provide technical guidance and training to teams on trust & safety and account eligibility.
• Educate users on safe and responsible platform use to reduce support issues.
• Collaborate with internal and external teams to drive trust & safety strategy.
• Champion customer voice to enhance support experience.
• Sydney-based, with occasional UK hours.

We'd love to hear from you if you tick some of these boxes:

• Strong grasp of customer support best practices, tools, and metrics.
• Knowledge of contemporary user expectations and brand image protection.
• Understanding of Airtasker's product groups, structure, and cadences.
• High-level knowledge of local regulatory and legal frameworks for marketplaces.
• Familiarity with UK/US governing bodies and legal systems, including GDPR.
• Expertise in queue management and leadership.
• Excellent problem-solving, project management, and communication skills.
• Strong quantitative skills for data analysis and operational improvements.
• Ability to create and execute a user-centric support strategy.
• Strong relationship-building and coaching skills for high-performance teams.

Our People Experience:

Our people team at Airtasker are dedicated to designing an industry leading people experience. This means creating an environment where you are empowered to do your best work and realise the full potential of your skills.Thriving

• Hybrid working - when it comes to working, there’s no “one size fits all” approach, with Airtasker you choose the environment that helps you do your best work.
• Airtime - welcome to no Slack and meeting-free Fridays! Airtime is designed so we regularly have dedicated focus time for work and personal growth.
• Recharge days - each quarter we have a company-wide Recharge Day, equivalent to 4 additional days of leave per year. It’s a day for everyone when the world can wait and self-care takes centre stage.
• Wellbeing support - our Employee Assistance Program provides confidential access for our people to GPs, dieticians, counselling and mental health specialists, providing essential support whenever needed.
• Airpowerment Fund - we provide a $200 allowance to spend on anything that supports your health & wellbeing

Rewarding

• Airtasker credits - it’s a great feeling to get things done. Even greater when you get $800 worth of credits every year to help you check off your to-do list and connect with our community of Taskers.
• Fair and equitable pay - this is a core commitment to our people. Every year we review industry data to ensure our compensation framework supports everyone to be recognised for the full value of their skills.
• Tenure leave - To celebrate our people’s commitment to Airtasker, we offer tenure leave starting from your 3rd anniversary with the company. This begins with 3 extra days of leave per year, gradually increasing to a maximum of 5 days per year.

Belonging

• DAREtasker - join our Diversity, Equity and Inclusion committee! Every month we meet to create meaningful and impactful programs of work that embrace belonging at Airtasker.
• Celebration swap - not everyone celebrates the same things. That’s why, at Airtasker, you can swap national, state or territory public holidays for the ones that matter to you.

Growing

• Learning and development - learning at Airtasker is on the job, guided by managers, enhanced by peers and led by ourselves. We deliver learning programs and budget allowances to invest in your growth.
• 360 performance reviews - feedback is a gift. Every year we run 360 reviews across the business to recognise achievements and promote personal growth.
• Volunteer leave - Our team members can take a day each year to lend a helping hand and support a cause they are passionate about.

Celebrating

• Awards - and the winners are… our go-getters! Whether it’s our peer-nominated quarterly Values Awards or our periodic Go-Getter Spirit Award, we love celebrating our people and spreading good energy.
• Vibe committee - good vibes only! Our Vibe Committee delivers events that hit the sweet spot of bringing us all together to enjoy each other’s company whether you’re local or remote.
• Birthday leave - All of our people get an extra day of leave during their birthday week to take time away from work to celebrate.

At Airtasker we believe in culture add - that each person is different and has their own background, learnings and unique experiences that can add to the Airtasker cultural tapestry. We pride ourselves on our inclusive culture, and encourage applications from people of all backgrounds.

To all recruitment agencies and talent suppliers: Airtasker does not accept unsolicited resumes. Airtasker is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to our job postings or directly to our managers. If you are on our supplier list and have terms in place, ensure you work alongside our internal TA team and do not send resumes directly to managers.

#LI-TR1 #LI-Hybrid