Trust & Safety Case Manager - Remote

Overview

As a Trust & Safety Case Manager, you will be responsible for coaching platform users on HopSkipDrive safety policies and procedures while demonstrating care and sensitivity. You will work on the front lines to ensure platform safety standards are maintained while recognizing areas of opportunity for community resources.

In Short

• Review ride incident and user activity reports and provide general feedback/education as needed
• Handle CRM (Kustomer) support tickets and phone calls related to Trust & Safety and education
• Provide support for escalations, collisions, and insurance questions
• Recognize trends with ride incidents and user complaints and flag to Management
• Collaborate with other teams within the Trust & Safety organization, as well as cross-functional teams such as Client Experience and Sales, to enhance customer satisfaction
• Maintain adherence to all personal and departmental goals surrounding performance
• Be an advocate for platform safety and support both sides of the Marketplace
• Take on special projects as directed by the Trust & Safety Manager

Requirements

• 1+ years of experience demonstrating results in a fast-paced, detail-oriented work environment
• 1+ years of experience directly related to trust & safety
• Strong verbal and written communication for both internal and external audiences
• Ability to exercise business judgment to manage difficult conversations with empathy and clarity
• A creative problem solver with the ability to work independently
• Always looking for ways to make things more efficient
• Proficiency in Excel, Word and Google Docs
• Experience in the tech industry, startups, or a similar two-sided marketplace preferred

Benefits

• Equity for every full-time employee
• Competitive market compensation
• Flexible vacation
• FSA, medical, dental and vision
• 401(k)
• Opportunity to work for a uniquely positioned, VC-backed company
• Significant upside potential
• Commitment to fair and equitable compensation practices