T&S Investigator

3 дн. назад

75k–90k USD / годКанадаRemote

incident managementrisk assessmentcustomer service

Investigate safety incidents, manage incident reports end-to-end, and implement initiatives to maintain platform safety and integrity.

Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.
Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

The Trust & Safety Analyst protects the integrity of our platform by expertly managing incident reports from start to finish. This role focuses on two core outcomes: providing an exceptional, empathetic experience for customers during high-stakes situations, and decisively removing bad actors when appropriate to keep our platform safe.
Investigate safety incidents end-to-end and deliver timely, customer-focused resolutions.
Accurately classify incidents, assess severity, and make fair, well-reasoned deactivation decisions.
Develop and implement safety initiatives, tools, and processes that reduce incidents and strengthen platform integrity.
Shape and uphold marketplace safety norms through clear policy development/reccomendations.
Partner cross-functionally with Support, Product, Legal, and other teams to drive safety outcomes.
Assess safety and compliance risks; design strategies to close gaps and prevent recurrence.
Monitor and report on safety and compliance metrics; analyze trends to recommend data-driven improvements.
Serve as a subject-matter expert on Trust & Safety policies, providing guidance internally and externally.
Continuously improve the incident reporting and investigation workflow.
Communicate with customers and partners with professionalism and urgency, ensuring high-quality resolution experiences.
Stay current on product updates to ensure accuracy and consistency across safety operations.

Ability to resolve customer incidents with empathy and action
Impeccable judgement and ability to make tough decisions
Exceptional written and verbal communication skills - You are a skilled communicator and listener, and you’re comfortable expressing ideas and opinions to a varied audience
Possess an “I can handle anything” mentality and extremely sound judgment in ambiguous situations
Ability to identify potential risks and effectively diffuse situations
Demonstrate a high degree of leadership, motivation, self-direction, and initiative to achieve the goals of the mission
Self-motivated, able to work independently and stay organized
Detail-oriented
Ethical and unbiased integrity and decision-making abilities
Preferred: 3+ years in a customer-facing role.
3–5 years of experience in Clinical practice, Trust & Safety, Risk Management, Compliance, or related fields.
LVN or RN is a big plus
Ability to use statistical tools and techniques to analyze, interpret, and present safety-related data.

We are remote-first, giving you the flexibility to work with us from many places.
Fast-paced startup environment. Join a company that values curiosity, independence, and growth.
A hiring process that rewards skills, not just experience. Every applicant gets a fair shot, our selection is based on real-world problem-solving ability, not just credentials.
Opportunity to make a significant impact with our customers on both sides of the marketplace.