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Trust & Safety Specialist - Escalations
4 months ago
At Instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the world. With a growing number of hub cities across the world in the U.S., Canada, India, and beyond, we’re looking for top talent to help rapidly scale our high-tech and high-touch labor marketplace. Our accomplished and dedicated team is passionate about our mission and committed to crafting revolutionary products, all with the backing of our world-class investors, including Benchmark, Spark Capital, Craft Ventures, Greylock Capital, Y Combinator, and more
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
- 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.
**About Instawork**
- Founded in 2016,_ _Instawork_ is the leading flexible work app for local, hourly professionals. Its digital marketplace connects thousands of businesses and more than five million workers, filling a critical role in local economies. Instawork has been featured on CBS News, the Wall Street Journal, The Washington Post, Associated Press, and more. In 2022, Instawork was ranked among the country’s top 10% of fastest-growing companies by Inc. 5000 and was included in the Forbes Next Billion Dollar Startup list. Instawork was also named the 2022 ACE Award recipient for “Best Innovation” and one of the “Best Business Apps” by Business Insider. Instawork helps businesses in the food & beverage, hospitality, and warehouse/logistics industries fill temporary and permanent job opportunities in more than 25 markets across the U.S. and Canada._
