Remote Trust & Safety Case Manager

Summary

The job is a Trust & Safety role at HopSkipDrive, a technology company that provides transportation solutions. The role involves managing and resolving community safety complaints, enforcing safety policies, collaborating with other teams, and maintaining adherence to performance goals. The position is remote in one of the specified states.

Requirements

• 2+ 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
• Strong time management skills, creative problem solver and self-sufficient worker
• Ability to manage difficult conversations with empathy and clarity
• Always looking for ways to make things more efficient
• Proficiency in Excel, Word and Google Docs

Responsibilities

• Manage and resolve community safety complaints; ensure timely and thorough investigations
• Enforce safety policies and community guidelines; provide clear education and communication to users about actions taken and the reasons behind them
• Be the escalation point within the assigned regions, and with specific clients, to address new safety concerns and repeat issues; identify ways to mediate and diffuse escalations
• Help delegate priority concerns across the team and partner with the Claims Investigator on crisis and emergency situations
• 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

Preferred Qualifications

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 VC-backed company in a hugely attractive space with significant upside potential