Care.com is looking for a Safety Investigator to support the Trust & Safety Incident Response Team! This team is responsible for:
- Reviewing all reported safety incidents
- Triaging and conducting investigations on safety cases
- Supporting the security and safety of the Care.com Community
What You’ll Be Working On:
- Review safety cases, bans, appeals, as well as handle escalations
- Provide thorough, detailed investigations, including root cause analysis, using various support platforms (including email & phone) to develop case details, analyze evidence, author incident reports, and present recommendations for internal actions to key partners
- Act with a sense of urgency to ensure the complete, accurate, and timely completion of your caseload within strict service level and quality agreements
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases
- Perform in-depth investigative analysis and look for patterns and trends to identify potential new safety issues
- Collaborate across teams to identify, research, and recommend solutions to investigative matters
- Maintain excellent interpersonal skills and professionalism while delivering outstanding customer service
- Learn and master multiple knowledge bases and contact management systems
- Identify, report, and help prioritize system bugs
- Meet or exceed key performance indicators, including quality, productivity, and customer satisfaction