Trust & Safety Response Executive

About us :

Booking Holdings (NASDAQ: BKNG) is the world leader in online travel and related services, provided to customers and partners in over 220 countries and territories through six primary consumer-facing brands - Booking.com, KAYAK, Priceline, Agoda.com, Rentalcars.com, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. During 2019, the Company had consolidated revenues and net income of $15.1 billion and $4.9 billion, respectively, and a current market value of approximately $60 billion.

Booking Holdings Bangalore is a Center of Excellence based in Bangalore, India and was created to support the increasing business demands of the Booking Holdings Brands. The Center of Excellence provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of our Brands.

As part of our Booking Holdings Bangalore team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world through six-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com.

Job Overview :

Location: Booking Holdings, Center of Excellence – Bangalore, India

Team: Trust & Safety, part of Security Operations

We’re looking for a Trust & Safety Response Executive to join our team in Bangalore. In this role, you will be on the front lines of protecting our customers and partners, helping us build a safe and trusted environment for everyone using our platform.

You’ll work within a lean and dynamic team that operates as part of our aspiring 24/7 Trust & Safety function. The core mission of this role is to identify, assess, and resolve trust and safety incidents occurring on the Booking.com platform - from human rights concerns (e.g. discrimination, harassment, violence) to safety threats (e.g. theft, hidden cameras, hazards). Through information and fact gathering, thoroughly assessing each case and reaching policy based determinations for effective resolution.

Responsibilities :

• Conduct thorough case assessments and document findings in clear, comprehensive written reports;
• Respond to trust and safety incidents following established runbooks and standard operating procedures.
• Identify and escalate high profile incidents to Tier 3 response teams when appropriate.
• Handle all cases with a high level of confidentiality, professionalism, and discretion.
• Collaborate closely with local and central teams (e.g., Operations, Partner Services, Customer Service, and Operational Excellence) to ensure smooth case management and knowledge sharing.
• Identify opportunities to enhance operational workflows, tools, and processes.
• Perform other job-related duties as required to support the Trust & Safety mission.

Qualifications :

• Bachelor’s degree or specialized diploma in a relevant field.
• Prior experience in Trust & Safety, preferably with exposure to sensitive topics such as sexual/physical violence, discrimination, hidden surveillance devices, or safety hazards.
• Strong written and verbal communication skills in English.
• High psychological resilience and emotional intelligence when dealing with sensitive, distressing, or high-pressure situations.
• Excellent time management and prioritization skills; able to manage multiple cases effectively.
• Self-motivated, proactive, and comfortable working both independently and in a team environment.
• Trustworthy, with the highest levels of integrity and discretion in handling confidential information.
• Strong attention to detail, accuracy, and analytical ability.
• Investigative mindset with the ability to assess information critically and make balanced decisions.
• Business-oriented approach and interest in driving operational excellence.
• Proficiency in Google Workspace and/or Microsoft Office Suite (Sheets/Excel, Slides, Docs).

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.