Preserve trust within the community and marketplace and be a part of the expansion. As a Community Trust Specialist, your mission is to ensure that brands and retailers understand and adhere to our standards and policies. You’ll be on the front lines, addressing customer escalations related to trust and safety, investigating potential risks, and collaborating with cross-functional teams to enhance our proactive policy violation detection. Your clear communication and empathy will be crucial as you advocate for customer needs, review materials, and influence process and product improvements in our dynamic environment.
From the ad:
About this role
The trust of our community and marketplace continues to be a top priority for Faire as we scale. We seek a mission-oriented candidate excited to help maintain community trust by ensuring that brands and retailers understand and uphold our standards and policies. In this role, you will combine your expertise with clear communication skills to help resolve internal and external escalations, review work for quality assurance, and help inform operational improvements and initiatives. You will also work closely with cross-functional partners across Customer Support, Legal, and Brand Success.
What you’ll do
- Serve as the front line for customer escalations as it relates to trust & safety and ensure that daily service level agreements are met
- Investigate ambiguous situations and potential risks that surfaced in high-volume queues
- Work with external third-party vendors to enhance proactive and reactive policy violation detection
- Help advocate customer use cases, proactively identify customer product needs, and review customer-facing materials
- Influence the development of process and product improvements and review new procedures to improve day-to-day
- Work with cross-functional partners to stay on top of Faire policies and product offerings in a rapidly changing environment
- You are empathetic and can take the initiative to do the right thing for the customer and Faire
Qualifications
- Bachelor’s degree
- 2+ years of Trust and Safety or related experience, ideally at a high-growth startup
- You are a team player and are resilient in the face of challenges, ambiguity, change
- You can communicate in a way that reduces confusion and builds trust with customers
- Tenaciously organized, disciplined, and comfortable managing competing priorities with care
- You remain calm in time-sensitive and ambiguous situations
- You love figuring out how to identify improve processes improvements to scale and automate
- Experience with excel and managing large data sets or knowledge of SQL