Crisis Line Investigator

4 weeks ago

toronto, Canada Swoon Full time

Trust & Safety Specialist (Crisis Line Investigator) Are you passionate about helping people and making online communities safer? We're hiring Location: Remote from Ontario or Quebec Hours: 9 AM – 6 PM, either Tuesday–Saturday or Sunday–Thursday Contract: 12 months, high likelihood of conversion to permanent. Pay: T4: $25.71/hour OR INC: $30.63/hour We’re hiring a Trust & Safety Specialist to join a global hospitilty-tech company. In this role, you’ll be part of a frontline team that investigates and manages complex, sensitive safety cases , including Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking. What You’ll Do Handle end-to-end investigations of safety-related cases such as personal safety threats, child exploitation, self-harm, and fraud. Assess risk, determine severity, and take appropriate action to protect users and the community. Communicate with users through phone, chat, and email with empathy and professionalism. Collaborate with internal safety, legal, and operations teams to resolve high-impact cases. Maintain accuracy and discretion while working in a fast-paced, KPI-driven environment . What We’re Looking For 3+ years of experience in customer service, investigations, emergency response, or trust & safety operations. Background in insurance, crisis lines, emergency response, or mental health support is a strong asset. Excellent communication, judgment, and problem-solving skills. Able to handle sensitive and potentially distressing content with resilience and care. Strong multitasking and prioritization abilities; comfortable working under pressure. Fluent in English (French or German is a plus).

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