Trust and Safety Analyst
Clipboard Health
About Role:
The Trust and Safety Analyst is vital in overseeing the quality of our marketplace. This role helps to ensure the safety of our customers on the platform. This individual should be able to masterfully balance mitigation of safety risks while still delivering excellent customer experience, even and especially when the worst has happened.
Responsibilities:
Investigate safety incidents and provide satisfactory resolutions to customers, and maintain the status and classification of incidents presented in the incident tracker.
Develop safety initiatives and tools to help keep our customers safe and reduce overall incidents
Drive policy for norms within the marketplace
Develop metrics for measuring Trust and Safety success
Lead cross-functional collaboration with customer support, operations, product, customer success, and legal.
Evaluate safety and compliance risk, and develop strategies to address gaps
Monitor and report on safety and compliance metrics as well as analyze trends in safety data to come up with solutions that address safety incidents
Act as a subject matter expert on Trust and Safety policies and procedures internally and externally
Drive policies to address known and unknown safety issues
Drive continuous efforts to improve incident reporting process
Assuring that Clipboard Health Incident Response time is < 24 hours
Manage and maintain communication on multiple platforms to effectively solve incidents at Clipboard Health’s partner facilities with the utmost priority and high standards
Drive forward the development of safety tools and features for customers.
Remain knowledgeable on product updates to ensure audited team members are utilizing the correct organizational information
Requirements:
Ability to resolve customer incidents with empathy and action
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
Ability to launch policies and features to enhance platform safety
Ability to manage multiple cross-functional projects
Possess an “I can handle anything” mentality and extremely sound judgment in ambiguous situations
Ability to identify potential risks and effectively diffuse situations
At least three years experience customer facing role
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:
3-5 years in Trust & Safety or Risk Management
Salesforce experience
Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data
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