Trust & Safety Specialist I

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Requirements:

• Commitment to integrity and ethical, unbiased decision-making regarding Member and Pal complaints.
• Ability to resolve customer incidents with empathy and decisiveness, while adhering to company policies and procedures.
• Strong command of customer care skills such as active listening, de-escalation, professionalism, and courtesy to all members of the Papa community.
• Ability to multitask: You can conduct research and speak on the phone while simultaneously operating several applications (including but not limited to) G-Suite, Zendesk, and more. Ability to quickly research and analyze phone calls, live conversations, and internal data.
• Ability to work productively in a fast paced environment without direct supervision.
• Exceptional written skills: You take excellent and organized notes, can summarize information concisely, and can polish your writing to be client-facing.
• Exceptional verbal communication skills: You are a skilled communicator and listener. You are an expert at de-escalating tension with our community of Members and Pals, and your interactions with our community yield resolution and satisfaction.
• Exceptional organizational skills: You can keep track of multiple deadlines and project manage and prioritize your work accordingly.
• Commitment to supporting a diverse, inclusive, and collaborative work environment.
• Works productively in a fast paced environment.
• Critical thinking and strong decision making skills.
• Collaborates well with peers and cross functional teams.
• Ability and willingness to adapt to changing work environments which shift direction and tasks throughout the day.
• Communication skills are clear, precise, engaging and compassionate.
• Committed to supporting a diverse, inclusive, and collaborative work environment.

Responsibilities:

• Meet key performance indicators for triaging inbound cases by appropriately categorizing the cases, and summarizing the cases in professional, succinct language.
• Resolve general support cases on a daily and weekly average.
• Immediately identify and flag safety concerns to appropriate internal teams.
• Summarize case details in clear and concise client-facing language.
• Help the team by stepping in to support in-bound calls, triage, and general support cases, as needed for load balancing.
• Be able to work either standard weekday and daytime shifts, or weekend and evening shifts (we have roles for both).