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Trust and Safety Manager

Location
San Francisco, CA

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About **MEMBERS ONLY**SIGN UP NOW***.:
**MEMBERS ONLY**SIGN UP NOW***. is striving to change the way companies find talent for their immediate work needs. At the same time, we are finding new ways for people to find work! Everyday, we are creating flexible opportunities for people to make extra income, learn new skills, and change their lives. We are saving companies money by connecting them with talented people and redesigning the recruitment process for many industries.
At **MEMBERS ONLY**SIGN UP NOW***. we value hard work, accountability, humility, initiative, and transparency. We live by these values and hire accordingly. Are you up for the challenge?
The company’s recent Series B financing round was led by Sequoia Capital and included existing investors PivotNorth and Crunchfund, and new investor Base10.
The Role:
At **MEMBERS ONLY**SIGN UP NOW***., we take the trust and safety of our community seriously. In this role, you will have the opportunity to focus on developing initiatives to improve and maintain trust and safety on the platform. The ideal candidate is passionate about creating a community built on trust, is organized and able to handle several projects at once and is a self-starter - if a process doesn’t exist, they will create it and implement it!
Responsibilities:
Support Senior Manager in scaling trust & safety initiatives within Support
Handle sensitive contacts ranging from insurance claims, workers compensation claims and court orders to incident reports, from start to finish, including document intake, processing, and follow-up
Identify potential risks, mediate, and diffuse situations
Monitor key metrics to ensure quality and efficiency of contact handling like CSAT, Full Resolution Time and channel optimization for trust & safety contacts
Define and champion strategic initiatives and process improvement opportunities through data analysis and cross-functional collaboration that will help improve trust & safety on the platform
Requirements:
2 years of relevant experience, including familiarity with crisis management, policy development, oversight of large-scale operations, and a proven track record of team development
Ability to inspire and motivate individuals towards achieving team/company-wide goals
Passionate customer advocate
Effective communicator with multiple stakeholders and professional in the workplace
Comfortable in a fast-paced environment, subject to rapid change and uncertainty
Self-starter with minimal guidance needed

Company info

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