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Trust and Safety Analyst

Clipboard Health

Clipboard Health

IT
Remote
Posted on Wednesday, May 3, 2023

About Role:

The Trust and Safety Analyst is vital in overseeing the quality of our marketplace. This role sits within our Customer Operations team and reports to the Head of Customer Operations while helping 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