Trust & Safety Job Description
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:
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:
Desired experience for trust & safety includes:
Trust & Safety Examples
Trust & Safety Job Description
- 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
- 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)
Trust & Safety Job Description
- 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
- 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
Trust & Safety Job Description
- 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
- 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!
Trust & Safety Job Description
- 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)
- 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
Trust & Safety Job Description
- 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
- 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