Trust and Safety Analyst

About the Role:

Trust & Safety at Clipboard Health plays an integral role in ensuring the health of our marketplace, and the safety of our partnered healthcare facilities and health care providers. We engage directly, and in real time, with both sides of our marketplace when safety issues arise, and exercise sound judgment in the face of incomplete, or ambiguous information. 

This role sits within our Customer Operations team and reports to the Director of Trust & Safety. The successful individual should be able to masterfully balance mitigation of safety risks while still delivering excellent customer experience, even and especially when the worst has happened.

Responsibilities:

• Directly engage with customers on both sides of our marketplace while investigating safety incidents 
• Manage and maintain communication on multiple platforms to effectively solve incidents at Clipboard Health’s partnered facilities with the utmost priority and high standards
• Deliver  high quality service, while providing satisfactory resolution to the most challenging cases 
• Identify unreported safety issues, and classify them accurately within the incident tracker.
• Meet Trust & Safety’s SLAs, and ensure a timely turnaround for our customers 
• Develop safety initiatives and tools to help keep our customers safe and reduce overall incidents 
• Drive forward the development of safety tools and features for customers.
• Drive policy for norms within the marketplace, and  new policies to address known and unknown safety issues
• Lead cross-functional collaboration with customer support, operations, product, customer success, and legal.
• Evaluate safety and compliance risk, and develop strategies to address gaps
• Develop metrics for measuring Trust and Safety success
• Monitor and report on safety and compliance metrics as well as analyze trends in safety data to come up with solutions that address safety incidents
• Drive continuous efforts to improve incident reporting process
• Remain knowledgeable on product updates to ensure audited team members are utilizing the correct organizational information
• Act as a subject matter expert on Trust and Safety policies and procedures internally and externally

Requirements:

• At least three years experience in a customer facing role 
• Ability to investigate deeply, and resolve customer incidents with empathy and action
• Exceptional written and verbal communication skills - You are a skilled communicator and listener, and you’re comfortable expressing ideas and opinions to a varied audience
• Ability to launch policies and features to enhance platform safety
• Ability to manage multiple cross-functional projects
• Possess an “I can handle anything” mentality and extremely sound judgment in ambiguous situations
• Ability to identify potential risks and effectively diffuse situations
• Demonstrate a high degree of leadership, motivation, self-direction, and initiative to achieve the goals and mission  of both Trust & Safety and Clipboard Health
• Self-motivated, able to work independently, and stay organized
• Strong attention to detail, and the ability to identify patterns of behaviour and indications of abuse, 
• Ethical and unbiased integrity and decision-making abilities
• Preferred:
• 3-5 years in Trust & Safety or Risk Management
• Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data