The Role

• Handle a high volume caseload of urgent and critical incident types
• Provide thorough, detailed investigations using various support platforms (email) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
• Review safety cases, bans and appeals as well as handle escalations across all brands at a concierge level of support
• Collaborate across teams to identify, research, and recommend solutions to investigative matters
• Conduct root cause analysis and investigations in response to escalations and incidents
• Maintain excellent interpersonal skills and professionalism while delivering outstanding customer service
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
• Learn and master multiple knowledge base and contact management systems
• Act with a sense of urgency to ensure the complete, accurate and timely completion of your caseload within strict service level and quality agreements
• Define and evaluate user abuse metrics, and come up with novel ways to investigate what’s driving these metrics
• Perform in-depth investigative analysis and look for patterns and trends to identify potential new safety issues

Your Expertise

• AA Degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
• Investigations experience in Law Enforcement, Claims Liability, HR
• Experience in Crisis Management and/or Sensitivity Training
• Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
• Comfortable making difficult decisions or recommendations in relation to case investigations
• Experience in content moderation, customer support/help center operations
• One year of experience conducting investigations or handling urgent and high-priority issues, such as safety concerns, critical incidents, fraud or financial crimes
• Commitment to excellence in behavior, performance and work product
• Organized and self-driven with an excellent ability to handle a large caseload
• Excellent oral, written and interpersonal communication skills with the ability to communicate complex information accurately, clearly and quickly to all levels of management
• Proven computer and time management skills
• Ability to adjust and adapt in a dynamic work environment
• Very comfortable exercising judgement based on experience within a highly ambiguous environment
• Willingness to work weekends, holidays and outside a standard 8 to 5 shift

Preferred Skills:

• BA/BS degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
• 3+ years of experience in Trust & Safety or Critical Safety operations
• Highly trained in critical safety incidents & response protocols, victim advocacy, or crisis response