Trust & Safety Specialist - Escalations
Chicago, IL, United States
As a Trust & Safety Specialist, you will be responsible for ensuring the safety of our platform through effective investigation, communication, and enforcement for violations of Instawork’s terms of service and Community Guidelines. You will help identify scalable ways of enforcing Instawork’s policies through existing tools and processes, while also proposing improvements. We are looking for a curious problem solver with exceptional communication skills to join our global team and provide world-class service to our community. This role is a great fit for someone who consistently displays good judgment, keeps a cool head under pressure, and has a genuine passion for policy issues like safety, privacy, and fraud.
This role requires weekend/holiday on-call and non-standard business hours coverage.
What You'll Do:
Investigate safety incidents and follow through to resolution across all stakeholders
Conduct objective, unbiased, thorough evidenced-based investigations
Manage escalated support tickets, communicating clearly and consistently with the professionals and partners using our platform
Develop subject matter expertise on Instawork’s Community Guidelines and terms of service
Prioritize responses based on urgency and severity
Identify opportunities to improve our operational workflows and policies
Learn and master multiple internal systems
Use data to gather and communicate facts
Who You Are:
Bachelor's degree or equivalent practical experience
4+ years of experience in operations, compliance, or Trust & Safety, preferably in a two sided marketplace
Experienced with developing and administering quality programs in a complex operation
Strong executive presence and experience with briefing C level audiences
Available to work a non-traditional schedule (e.g. weekends)
Experience communicating with external stakeholders, such as clients or law enforcement
Strong analytical skills, including working with data to solve business problems
Process driven individual with a proven track record of developing and implementing new processes and identifying opportunities to improve or build on existing processes
Ability to focus and thrive in a fast-paced environment
Optional Qualifications include: Proficiency in SQL and experience using analytics tools (Excel, Mode), or experience drafting and publishing policies and/or help center articles
Instawork Values
Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.
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