Trust & Safety Advisor in Boston (United States)

Where: Boston (United States)

Extent of Work: Full Time

Click here to apply in English

Interested in growing your career at a fast-growing online travel website? The TripAdvisor Vacation Rentals group is hiring for a Trust & Safety Advisor. The Trust & Safety Team is responsible for providing a professional and consistent level of authentication for all TripAdvisor Vacation Rentals accounts. The Trust and Safety Advisor will work to validate new account sign-ups and provide support to travelers and property owners who contact TripAdvisor Vacation rentals regarding trust and safety issues.

This position is an outstanding opportunity for a smart, energetic, responsible, self-motivated person who excels in customer support and attention to detail.


The primary responsibility for the role will be assisting with validation checks for customers so they can advertise their property with us and book vacations safely through our site.

  • Perform validation checks for account holders and booking travelers:
  • Investigate accounts and bookings using the information provided by the customer, in addition to internal and external fraud tools
  • Analyze 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
  • Have the insight to provide new ideas which would improve and add to the current processes that we use in the Trust and Safety Team
  • Provide customer support:
    • Perform inbound and outbound telephone calls to assist customers with any additional checks we may need to validate their account before activation/validate their booking before the check-in date
    • Send outgoing emails to assist customers to perform additional checks to validate their account before activation/validate their booking before the check-in date
    • Research and respond to incoming emails from customers regarding internet scams and safe booking practices
    • 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 customer’s account that would affect travellers
    • 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

What we are Looking For:

  • Fluency in a second language (Spanish, French, Portuguese, German, Italian, etc.) is preferred
  • Exceptional attention to 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:

  • Fluent in a second language (Spanish, French, Portuguese, German, Italian, etc.) is preferred
  • Must be able to work some weekend shifts
  • Prior experience with Salesforce, LexisNexis, or Accertify is desirable
  • Prior experience within a Customer Service role is desirable
  • Experience in a research environment is advantageous

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