How you'll make an impact:
- Investigate and resolve complex escalations related to Trust & Safety and member support.
- Troubleshoot and resolve bug and app functionality reports in collaboration with Engineering and Product teams.
- Handle high-pressure situations, gray areas, and policy changes.
- Communicate and coordinate with various cross-functional partners, including Member Experience, Engineering, Legal, and outsourced teams.
- Contribute to and own organizational projects, driving process improvements.
- Escalate member legal concerns to the Legal/Privacy teams.
- Address member privacy rights and accessibility concerns.
- Handle escalated billing tasks.
We could be a match if:
- Basic knowledge of Zendesk and familiarity with similar tools.
- Ability to understand and summarize complex cases quickly.
- Outstanding analytical skills and excellent judgment.
- Highly flexible and adaptable, comfortable with policy and process changes.
- Ability to multitask and manage large volumes of emails in a fast-paced environment.
- Outstanding time management and prioritization skills.
- Quick learner and tech-savvy.
- Strong attention to detail.
- Passion for helping people.
- Ability to use critical thinking and logic to isolate and resolve issues.
- Solid understanding and background knowledge of high-severity issues with a Trust & Safety focus.
- Ability to handle and review disturbing content without involving personal beliefs.
- Bachelor degree or higher or equivalent experience.
