Trust & Safety Case Manager

Posted 1 day agoViewed

💎 Seniority level: Manager, 1+ years

📍 Location: AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI

💸 Salary: 65000.0 - 70000.0 USD per year

🔍 Industry: Tech

🏢 Company: HopSkipDrive👥 101-250💰 $37,000,000 Series D over 2 years agoRide Sharing Transportation Children Information Technology Child Care

🗣️ Languages: English

⏳ Experience: 1+ years

🪄 Skills: Communication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceAttention to detailOrganizational skillsTime ManagementWritten communicationCoachingInterpersonal skillsRelationship buildingEmpathyVerbal communicationTroubleshootingActive listeningCRMCustomer support

Requirements:

1+ years of experience demonstrating results in a fast-paced, detail-oriented work environment
1+ years of experience directly related to trust & safety
Strong verbal and written communication for both internal and external audiences
Ability to exercise business judgment to manage difficult conversations with empathy and clarity
A creative problem solver with the ability to work independently
Always looking for ways to make things more efficient
Proficiency in Excel, Word and Google Docs
Experience in the tech industry, startups, or a similar two-sided marketplace preferred

Responsibilities:

Review ride incident and user activity reports and provide general feedback/education as needed
Handle CRM (Kustomer) support tickets and phone calls related to Trust & Safety and education
Provide support for escalations, collisions, and insurance questions
Recognize trends with ride incidents and user complaints and flag to Management
Collaborate with other teams within the Trust & Safety organization, as well as cross-functional teams such as Client Experience and Sales, to enhance customer satisfaction
Maintain adherence to all personal and departmental goals surrounding performance
Be an advocate for platform safety and support both sides of the Marketplace
Take on special projects as directed by the Trust & Safety Manager

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