Trust and Safety Specialist: Incident Safety

Effectively manage a large volume of high severity customer contacts with attention to detail and ownership. Thoughtfully and neutrally investigate Trust & Safety cases with high complexity and sensitivity, maintaining customer satisfaction. Consistently remain empathetic and compassionate in high stakes emergency situations, and guide customers to efficient solutions.

Effectively prioritize competing high priority internal and external customer demands. Generate and respond to support calls, emails, and SMS messages in support of resolving active customer incidents. Maintain high levels of confidentiality.

Communicate complex feedback and insights to peers and leadership. Identify opportunities for process and customer experience improvements during work in high risk incidents. Exhibit the ability to make quick and accurate decisions under pressure.