Senior Trust & Safety Specialist

  • Remote-Friendly
  • Anywhere
  • Experience level: 2-3 years

Website Veho

This content was reproduced from the employer’s website on May 5, 2021. Please visit their website below for the most up-to-date information about this position.  

About Veho

Veho’s mission is to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers.  

For too long, parcel delivery companies have focused solely on efficiencies and cost-management. Veho focuses on the end-customer. As the first technology company of its kind, Veho replaces the old delivery trucks with a platform of crowdsourced drivers and a network of hyper-local distribution centers. We partner with some of the most recognized consumer brands such as Warby Parker and Hello Fresh to provide an incredible experience with every delivery, and give customers control on how, when and where their package is delivered.

 

Customers LOVE us. Despite growing at a record-speed over the past two years, we maintain an incredibly high customer satisfaction rating of 4.9/5 stars, and an unprecedented on-time delivery rate of 99.9% – far above every other company in the country.

 

In short, we are building the logistics platform of the future.

 

Veho is backed by former top executives and board members at Uber, FedEx, UPS, eBay and Amazon; three former public company CEOs, and early investors in Lyft and Instacart. We are a team of leaders who are passionate about building an incredible company that will change the face of this industry.

 

About the Role

 
Position: Hourly, Full-time
 
As Veho continues rapid growth, we’re looking to make our first hire to our new Trust & Safety team by bringing on a Senior Trust & Safety Specialist. While best suited for someone with 2-3 years of real-time safety and law enforcement collaboration experience, this role has the potential to grow alongside the needs of this new team over time.
 
The trust and safety of our driver partners and the customers we get to serve are paramount, and we’re ready to stand up our Trust & Safety team to help ensure we handle unique cases with empathy, thoroughness, and an investigative approach centered around due process. Reporting directly to the Head of Support, you’ll be the point of contact to investigate and solve T&S cases as well as help build processes, workflows, and provide product recommendations focused on enhancing the safety and trust in both our driver partners and shared customers alike.

What You’ll Do

    • Be primarily responsible for handling and investigating active cases regarding safety and high risk incidents reported by customers or drivers partners
    • Handle the investigation and resolution of alleged acts that would result in the removal of drivers from the Veho platform
    • Recommend and develop policy, processes, and workflow updates concerning drivers and customers
    • Work alongside various departments and be a partner in decision making that impacts Trust & Safety around our partnerships
    • Work closely with supporting Law Enforcement when appropriate ranging from things around subpoenas and warrant requests
    • Provide product enhancement recommendations that focus on the elevation of Trust & Safety for both customers and our driver partners

Who You (Ideally) Are

    • 2-3 years experience in Trust & Safety (in-person safety risks), Fraud Detection, Compliance or Policy
    • Strong familiarity with Zendesk including light administration abilities
    • You are very comfortable and love the idea of investigating and solving problems
    • You love and thrive working in a fast-growing start up, and welcome all associated challenges
    • Proven experience and results in conducting fully-remote training – strong online facilitation skills.
    • Organized, analytical, and detail oriented Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps.
    • Excellent problem solver who thrives in ambiguity and helping define things along the way

What We (Currently) Offer*

    • Health Insurance (medical, dental, vision)
    • Equity in a super fast growing start-up (if you aren’t sure what equity is, click here to take a quick read!)
    • Work From Anywhere (or one of our offices when deemed safe to do so)
    • * We’re relatively new, so our benefits package is continuing to evolve, so help make suggestions if you choose to join us!

To apply for this job please visit jobs.lever.co.