Fast Facts
Join HopSkipDrive as a Trust & Safety Case Manager where you'll coach users on safety policies, handle incident reports, and collaborate cross-functionally to enhance platform safety.
Responsibilities: Review incident reports, manage support tickets, handle escalations, identify trends, and work on special projects to ensure platform safety and satisfaction.
Skills: 1+ years in trust & safety, strong communication skills, problem-solving abilities, and proficiency in Excel, Word, and Google Docs.
Qualifications: Experience in tech or two-sided marketplaces preferred; must demonstrate results in fast-paced environments.
Location: This is a fully remote position available in various states within the USA.
Compensation: $65000 - $70000 / Annually
Your role:
As a Trust & Safety Case Manager, you will be responsible for coaching platform users on HopSkipDrive safety policies and procedures while demonstrating care and sensitivity. You will work on the front lines to ensure platform safety standards are maintained while recognizing areas of opportunity for community resources. You’re ready to jump in and work cross functionally on projects as they come up. This role will report to our Trust & Safety Manager.
What you’ll do:
- Review ride incident and user activity reports and provide general feedback/education as needed
- Handle CRM (Kustomer) support tickets and phone calls related to Trust & Safety and education
- Provide support for escalations, collisions, and insurance questions
- Recognize trends with ride incidents and user complaints and flag to Management
- Collaborate with other teams within the Trust & Safety organization, as well as cross-functional teams such as Client Experience and Sales, to enhance customer satisfaction
- Maintain adherence to all personal and departmental goals surrounding performance
- Be an advocate for platform safety and support both sides of the Marketplace
- Take on special projects as directed by the Trust & Safety Manager
What you’ll bring:
- 1+ years of experience demonstrating results in a fast-paced, detail-oriented work environment
- 1+ years of experience directly related to trust & safety
- Strong verbal and written communication for both internal and external audiences
- Ability to exercise business judgment to manage difficult conversations with empathy and clarity
- A creative problem solver with the ability to work independently
- Always looking for ways to make things more efficient
- Proficiency in Excel, Word and Google Docs
- Experience in the tech industry, startups, or a similar two-sided marketplace preferred
* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**
What you will get
We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role is $65,000 - $70,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.
