About this role
Investigate, troubleshoot, and resolve complex and sensitive escalations related to Trust & Safety and customer support. Collaborate closely with cross-functional partners across Trust & Safety Teams, Engineering, Communications, Marketing, Legal, and outsourced support teams. Contribute to team initiatives and continuously identify opportunities to improve processes, workflows, and operational efficiency. At least 2 years of experience in a customer experience facing role Basic working knowledge of Zendesk. Strong ability to quickly understand, assess, and summarize complex cases. Excellent analytical and problem-solving skills, with sound judgment and attention to detail. Highly adaptable and comfortable working in a fast-paced, dynamic environment. Proven ability to manage multiple priorities and maintain high-quality work under pressure. Outstanding time management and prioritization skills. A quick learner with a proactive and solutions-oriented mindset. Strong collaboration and teamwork skills. Technically savvy, with the ability to navigate systems and troubleshoot issues effectively. Passion for helping people and creating positive user experiences. Demonstrated critical thinking skills and the ability to logically isolate and resolve issues. Experience in project management and cross-functional collaboration, with the ability to coordinate effectively across teams and stakeholders. Subject matter expertise in Trust & Safety, with the ability to support, mentor, and upskill team members while promoting best practices. Self-driven and proactive, with the ability to manage projects independently and deliver results with minimal supervision or direction.