[Remote] Associate, Trust and Safety
Note: The job is a remote job and is open to candidates in USA. Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. As a Trust & Safety Associate, you will promote patient and provider trust in the platform by detecting, reporting, and acting on abusive user behavior while collaborating with cross-functional teams to maintain community standards.
Responsibilities
- Applying Zocdoc’s Community Standards to ensure our platform is a safe and respectful environment for all users
- Investigating complex cases and user concerns, leveraging data and analytical skills to reach well-reasoned decisions. This includes managing high-volume email correspondence and oral communication with both internal and external stakeholders
- Proactively identifying trends and emerging threats that could put Zocdoc or its users at risk, and escalating key insights to T&S leadership with urgency
- Providing feedback to T&S leadership and product teams to help improve policies, processes, and tools aimed at addressing bad actors and enhancing the user experience
- Partnering daily with cross-functional teams like Service, Sales, Product, Legal, and Marketing to execute on the T&S and company-wide mission
Skills
- 1+ years of work experience in a hands-on Trust & Safety, operations, or service role with some customer-facing responsibilities
- Strong written communication skills, with the ability to clearly articulate complex policies and decisions to users via email
- A highly analytical and data-driven approach to problem-solving and decision-making
- Excellent critical thinking skills, with the ability to make sound, high-stakes decisions with real consequences
- Empathy in all situations and resilience, with a deep understanding of user perspectives to navigate and resolve sensitive issues
- Resourcefulness and adaptability, with a proactive approach to solving ambiguous challenges and a commitment to operational excellence
Benefits
- Flexible work environment
- Competitive PTO
- 100% paid employee health benefit options (including medical, dental, and vision)
- 401(k) with employer funded match
- Corporate wellness program with Wellhub
- Sabbatical leave (for employees with 5+ years of service)
- Competitive paid parental leave and fertility/family planning reimbursement
- Cell phone reimbursement
- Employee Resource Groups and ZocClubs to promote shared community and belonging
- Great Place to Work Certified
Company Overview