Trust & Safety Associate

Summary

Join ZipRecruiter as a Trust & Safety Associate and protect our users by investigating fraud, account takeovers, and policy violations. You will verify employer accounts, review job advertisements for compliance, and analyze scam trends to enhance safety protocols. This role requires collaboration with the team to improve prevention strategies and provide interdepartmental support. You will handle sensitive issues with empathy and professionalism, acting as a point of contact for user-reported concerns. If you are detail-oriented, passionate about doing the right thing, and possess excellent communication skills, this role is perfect for you.

Requirements

• High school diploma or GED
• 1-2 years of experience in a customer service, support, or client-facing role
• Ability to attend mandatory in-office training sessions in our Phoenix, AZ office
• 1-2 years of experience in fraud detection, compliance, content moderation, or a similar Trust & Safety role
• A sharp eye for detail and a passion for investigation and problem-solving
• Excellent time management and organizational skills; you can handle multiple complex tasks without missing a beat
• A collaborative and positive mindset with a strong commitment to team success
• Exceptional communication skills, with an ability to build rapport with customers and colleagues
• A growth mindset with an eagerness to learn, listen patiently, and implement feedback
• Proficiency with MS Office Suite (Word, Excel) or Google Workspace

Responsibilities

• Investigate potential fraud, account takeovers, and policy violations to maintain a safe and reliable platform
• Proactively connect with new employers via phone (inbound and outbound) and email to verify their accounts, ensuring a high-quality experience from the start
• Meticulously review job advertisements to ensure they comply with our guidelines and protect the integrity of the job seeker experience
• Analyze and identify emerging scam trends, collaborating with the team to adapt and evolve our prevention strategies
• Help refine and optimize our safety protocols and validation procedures, making our team more effective and efficient
• Provide interdepartmental support on account validation and act as a point of contact for user-reported concerns, handling sensitive issues with empathy and professionalism

Benefits

• Competitive salary
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan