Trust & Safety Specialist - Remote

Overview

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.

In Short

• Identify, thoroughly investigate, and resolve fraudulent-related issues on the Roadie platform
• Leverage data to identify patterns and trends in fraudulent activity
• Identify procedural gaps to develop efficiency and effectiveness within the team
• Manage critical and high-risk situations appropriately and with a sense of urgency
• Adjudicate user consumer reports while adhering to geographic compliance & regulations
• Validate the authenticity of user identification
• Adhere to legal and risk-related policies and procedures
• Partner with various stakeholders to implement fraud mitigation tactics and support change management efforts
• Investigate, audit, and decision on sender Gig related claims
• Research industry standards and best practices to improve internal processes
• Reduce company losses by assessing internal and external liabilities
• Partner with law enforcement as needed when managing ongoing investigations

Requirements

• At least 1 year experience in Trust & Safety
• At least 1 year experience in a compliance or operations-related role
• Exceptional verbal and written communication skills, with an ability to empathize and establish trust
• Knack for problem solving using investigative and analytical skills
• Proficiency in Salesforce or other CRM systems
• Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed and complex procedural requirements
• Thrive in a fast-paced and agile environment, and navigate ambiguity with ease

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
• The technology you need to get the job done