Trust & Safety Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct investigations and resolve escalated issues, including safety incidents, fraud, theft, harassment, discrimination, misconduct, and account-related matters.

• Adhere to established processes when addressing tickets and escalate critical cases to the appropriate contact for further review and resolution.

• Collect facts and examine job records, messages, and tracking data to make well-informed decisions.

• Implement account actions such as warnings, suspensions, bans, and reinstatements, while managing appeals in a consistent manner.

• Maintain clear case records that can withstand legal, HR, or customer scrutiny.

• Collaborate with Support, Operations, Legal, and Account Management on customer HR, Compliance, and Safety requests, as well as law enforcement inquiries.

• Identify trends and suggest improvements to policies, training, or processes.

⛳️ Requirements

• Over 1 year of experience in Trust & Safety, investigations, employee relations, risk management, or compliance.

• Proven experience dealing with sensitive issues such as harassment, discrimination, fraud, or safety concerns in the workplace.

• Ability to exercise sound, defensible judgment in ambiguous scenarios.

• Exceptional written communication skills, including the ability to produce clear case notes and professional correspondence.

• Strong investigative and analytical abilities, with a keen attention to detail.

• Capable of managing multiple cases simultaneously and prioritizing them based on severity and urgency.

• Composed, empathetic, and fair when interacting with individuals in distress or conflict.

• Discreet in handling confidential, legal, and personnel information.

• Resilient when reviewing challenging content and proactive about preventing recurring incidents.

• Experience in the marketplace, staffing, or gig economy is a bonus.

• Familiarity with EEO, OSHA, and the differences between W-2 and 1099 classifications is a significant advantage.

🏝️ Benefits

• Opportunities for professional growth within a mission-driven and well-funded start-up.

• Health insurance for the principal member, including dental and vision coverage.

• Company-provided laptop.

• Paid time off, holiday pay, and unpaid time off options.

• Access to no-cost on-demand mental health support, including counseling, mindfulness and meditation programs, and well-being courses.

• Flexibility to work from anywhere in the Philippines, eliminating the need for commutes!

• Enjoy team outings, happy hours, company off-sites, and more!