Trust & Safety Job Description
Trust & safety
provides scaled support to resolve user issues, identify user trends, and work with cross- functional partners to resolve issues.
Trust & Safety Duties & Responsibilities
To write an effective trust & safety job description, begin by listing detailed duties, responsibilities and expectations. We have included trust & safety job description templates that you can modify and use.
Sample responsibilities for this position include:
Querying, reviewing and organizing data to find patterns that help improve our processes and make recommendations to project management, engineering and product teams
Helping operationalize and scale the quality assurance program for Trust and Safety
Providing managers, team leads and agents with constructive feedback based on quality data and your supporting analysis
Understanding and providing feedback on workflows which investigate scams and fraud
Creating and organizing reports for managers and leads to assess their team’s quality
Responsible for management of Asia Trust and Safety Operations teams
Develop full-scale project plans and associated communications plan
Manage service vendor relationships
Partner with Ground Control (employee experience/office culture) in on-boarding and off-boarding processes other initiatives
Resolve escalated customer inquiries through phone and email
Trust & Safety Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Trust & Safety
List any licenses or certifications required by the position: AED, CPR, MBB, BB
Education for Trust & Safety
Typically a job would require a certain level of education.
Employers hiring for the trust & safety job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Engineering, Business, Education, MBA, Economics, Technical, Science, Mathematics, Statistics
Skills for Trust & Safety
Desired skills for trust & safety include:
Privacy
Harassment
Harm to minors
Issues that may arise from said communities
Like copyright
Trademark
Zendesk
Online advertising and monetization space and its associated policy issues
Coding languages and
Either Thai
Desired experience for trust & safety includes:
Experience (or eagerness to learn) creating and delivering engaging, self-contained online training modules
1-2 years of applicable experience in adult education or process development - preferably in e-commerce, customer support, fraud or risk prevention context
Ability to be innovative, fearless, flexible and adaptable, specifically in a rapidly changing environment
Capacity to “own a room” by communicating in an articulate, confident and positive manner, be infectiously enthusiastic
Collaborative personality - be communicative, willing and able to listen to all ideas, be flexible and work well with others
Peer leader - well received when providing meaningful feedback and coaching
Trust & Safety Examples
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Trust & Safety Job Description
Job Description Example
Our innovative and growing company is looking for a trust & safety. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for trust & safety
- Coordinate and manages relationship between internal parties and insurance partners
- Analyze chargebacks to report and identify trends linked to fraudulent transactions
- Be responsible for monitoring numerous real-time queues and prioritize risky transactions for manual review
- Conduct investigations to catch fraudsters, enforce our product policies, and identify fraud trends and risk points
- Manage and track grey market listings for trends, intelligence, and investigative targeting and removal
- Collaborate with our Global Support and Incident Response Team to document and analyze current state processes and pain points for critical business workflows
- Develop key relationships with functional leaders, key stakeholders, local key users and Subject Matter Experts to promote the deployment of improvement initiatives and adoption to change
- Develop appropriate metrics, tools and methods to sustain improvements
- Deliver results through innovation and process improvement to consistently exceed goals, whilst leading others to do the same
- Take policy direction from San Francisco headquarters and efficiently implement at scale
Qualifications for trust & safety
- Applicant should be analytical, detail oriented and organized, however able to think creatively and holistically
- Vendor Management experience highly desired
- Background in advocacy, crisis management, or e-commerce customer service experience in risk management or related Trust and Safety field
- University degree or equivalent work experience (JD / MBA experience preferred but not required)
- 5+ years experience working on content policy, and/or safety issues for a major tech company
- Complete professional fluency in English (additional professional fluency in Japanese preferred but not required)
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Trust & Safety Job Description
Job Description Example
Our company is hiring for a trust & safety. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for trust & safety
- Increase department productivity through effective management, engagement and mentoring techniques
- Demonstrate strong leadership through timely feedback and excellent communication skills
- Lead investigation, logging, follow-up, and documentation for handling global legal requests and correspondence
- Maintain open, thorough, and regular communication with management globally and in-house counsel
- Communicate clear, objective, and patient explanations of process and policy to internal partners
- Effectively delegate tasks and see projects through to completion
- Ensure compliance within external deadlines and internal SLAs
- Lead quality assurance and quality control processes
- Prioritise and organise team’s handling of complex requests
- Develop a data-driven and user-focused set of policies that helps driver safety on the platform
Qualifications for trust & safety
- A BA/BS in CS or similar work experience
- 3+ years experience building web services or web applications
- Solid experience with a backend language or framework
- Front end javascript experience
- Working knowledge of source control, CI, automated testing and code review
- Expert knowledge in SQL, R/Python
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Trust & Safety Job Description
Job Description Example
Our company is looking for a trust & safety. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for trust & safety
- Develop key relationships with internal and external Subject Matter Experts
- Collaborate with our Global CommOps and Incident Response Team to promote the deployment of improvement initiatives and adoption to change
- Develop appropriate metrics, tools and methods to ensure adherence to our internal standards
- Communicate to cross-functional partners proactively and present to people at all levels of the organization
- Provide thought leadership to the broader Safety and CommOps org
- Monitor real-time customer transactions to identify fraudulent activity
- Identify fraud trends from customer transactions, and generate suggestions to mitigate future fraudulent orders
- Manage and communicate real-time notifications for urgent fraud and customer issues
- Investigate and respond to customer inquiries about suspicious transactions, chargebacks, and order exceptions
- Leverage our documented workflow to respond to chargebacks
Qualifications for trust & safety
- Ability to think outside the box and be creative with data
- Hustle and entrepreneurship - driven and focused self-starter, great communicator
- 5+ years of relevant experience, including oversight of large-scale diverse operations and consistent track record of team engagement and development
- 3-5+ years at a tech company / legal experience preferred
- Multilingual an additional asset
- Must be customer obsessed!
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Trust & Safety Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of trust & safety. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for trust & safety
- Research bidding sites (eBay, Amazon, ) to identify grey market activity and have all non-company approved selling posts removed
- Own various ad-hoc projects as needed
- Reports to the Trust and Safety Manager
- Gather and document business needs and requirements from internal business partners
- Perform risk assessments for new products and features to mitigate risk to members and customers
- Handle critical time-sensitive incidents of high impact to the company
- Perform post-mortem to analyze gaps and identify optimizations to products and processes
- Craft and communicate effective data-driven stories and updates to internal stakeholders in order to influence decisions and outcomes
- Apply industry knowledge to educate & empower members, customers, and employees on trust & security issues through developing and maintaining Safety Center & Help Center content
- Work collaboratively with business and technical stakeholders to identify optimal solutions based on a variety of criteria (cost, level of effort, complexity, timing, etc)
Qualifications for trust & safety
- Prioritize projects appropriately and help define strategy & roadmap
- Manage project deliveries and bring projects to completion
- Provide status/health of projects to stakeholders and management on a regular basis
- 4+ years of project/product management or risk assessment experience in tech
- Fluency in Chinese language to support our China Market
- Ability to influence and negotiate prioritization of product changes
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Trust & Safety Job Description
Job Description Example
Our company is growing rapidly and is looking for a trust & safety. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for trust & safety
- Addresses most non-routine issues
- Help design, develop, and execute upon a global, best-in-class Trust and Safety strategy that integrates product, analytics, and operational effectiveness to proactively mitigate risk manage the overall safety of our online and offline customer experience when incidents happen
- Ensure exceptional day-to-day operation of the global trust and safety teams located primarily in SF, Portland, Dublin and Singapore oversee a strategic support services team of training, quality, project management, policy, systems and scheduling resources
- Work with Trust and Safety and India local operations teams to help define, scope, and execute initiatives to support both local and global objectives
- Drive execution of strategic verification and identity-related initiatives
- Dig through data to prioritize the most impactful risks to Yelpers’ trust
- Discover emerging trends in site abuse alongside our fraud analysts
- Digest complicated problems into clearly framed measurable projects
- Work with engineers to plan/build/test/release/measure abuse detection features
- Weigh tradeoffs between complex models and simple heuristics
Qualifications for trust & safety
- Ability to multi-task effectively and maintain a high level of attention to detail
- Ability to adapt to changing business and technical conditions
- Experience with common project management tools/Familiarity with agile development or other rapid iteration methodologies
- Experience with metrics, analysis and other data-driven decision making
- Familiarity with principles of programming and software systems preferred including SQL, HTML, JavaScript, Tableau, Hadoop
- Ability to develop working knowledge of technical aspects of systems, including configuration, settings, logging, and permissions