Job#: 2067222
Job Description:
Trust & Safety Support Agent
Fully remote - working PST hours
1 year contract - potential for extension and conversion to permanent pending budget and conversion
Full time job - 40 hour work week
Our client is looking for an engaged and excited associate to support our growing team. The Trust and Safety Operations support agent will support the company’s incident review process. The position will focus both on daily execution of processing driver incidents and appeals. In this role the associate will be required to demonstrate the ability to review incidents, properly code incidents, and take appropriate actions to resolve.
Trust and Safety coordinates with cross functional partners across Legal, Compliance, eCommerce Operations and Customer Support. The Trust and Safety Operations support agent is expected to work independently to meet daily performance goals.
Essential Functions:
- Supports and executes company operations by collaborating with cross-functional partners to ensure the needs of the customer and business are met.
- Communicates with internal and external partners regarding processes, requirements, and performance measurements to support compliance of the Marketplace.
- Review new or flagged products with daily reporting of rule inaccuracy.
- Execute best-practice standards and report trends or behaviors requiring escalation
- Completes work assignments and priorities by using policies, data, and resources.
- Recommends and proactively escalates opportunities to enable the Trust and Safety team to meet its customer promise.
- Solutions will be grounded in data and metrics that drive the business.
Responsibilities:
-Process customer escalations and safety issues in internal systems, ensuring proper documentation and accurate data entry. Follow current policies to appropriately categorize these issues. Review incident history to take appropriate action on accounts.
-Act as liaison and coordinate investigation efforts between internal/external teams. Ensure there is appropriate follow-up and information is exchanged efficiently.
-Collect statements from drivers, customers, and stores to assist with resolving customer complaints and safety issues. Document these details in our systems. Leverage this information to make determination on restricting driver/customer access to the platform.
-Analyze GPS and timestamp data to understand timeline of events.
-Understand Trust and Safety and store operational processes with guidance from the team.
-Address feedback provided by drivers on current operations, processes, and the driver app. Route them to the appropriate team for further handling when needed.
-Support continuous process improvement by identifying opportunity areas and providing suggestions.
-Assist with ad-hoc process documentation and other technical writing.
-Become adept with various internal systems.
- Coordinates with different departmental teams.
Qualifications:
-1+ year in claims support, safety support, customer service, or investigations type role.
-Degree in business, communications, or liberal arts.
-Problem solving/analytical skills.
-Strong written and verbal communication skills. Ability to actively listen, gather facts, and drive conversations.
-Strong computer, technology, email, and time management skills.
-Systems data entry.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.