May 9, 2022
The Trust and Safety Analyst is vital in overseeing the quality of our marketplace. This role helps to ensure the safety of our customers on the platform. This individual should be able to masterfully balance mitigation of safety risks while still delivering excellent customer experience, even and especially when the worst has happened.
Investigate safety incidents and provide satisfactory resolutions to customers
Develop safety initiatives and tools to help keep our customers safe and reduce overall incidents
Drive policy for norms within the marketplace
Develop metrics for measuring Trust and Safety success
Lead cross-functional collaboration with customer support, operations, product, customer success, and legal.
Evaluate safety and compliance risk, and develop strategies to address gaps
Monitor and report on safety and compliance metrics as well as analyze trends in safety data to come up with solutions that address safety incidents
Act as a subject matter expert on Trust and Safety policies and procedures internally and externally
Drive policies to address known and unknown safety issues
Drive continuous efforts to improve incident reporting process
Ability to resolve customer incidents with empathy and action
Exceptional written and verbal communication skills - You are a skilled communicator and listener, and you’re comfortable expressing ideas and opinions to a varied audience
Ability to launch policies and features to enhance platform safety
Ability to manage multiple cross-functional projects
Possess an “I can handle anything” mentality and extremely sound judgment in ambiguous situations
Ability to identify potential risks and effectively diffuse situations
At least three years experience customer facing role
Trust & Safety or Risk & Compliance background is a plus
Ability to work independently