Zeel Trust and Safety works to ensure that every wellness experience is as safe and seamless as possible. Our apps are designed with both provider and customer safety in mind. From initial I.D. verification for our valued customers to thorough background, licensing and screening of providers, we use the latest technology and artificial intelligence available. Our central goal is to identify potential risks, mediate, and diffuse situations through monitoring and fast response time. We invite you to join us as a Trust and Safety Specialist.
As a Zeel Trust and Safety Specialist, you will report directly to the Director of Trust and Safety. If you want a job where every day is different, you should apply. We are looking for a smart and dedicated individual who will join us in navigating this often-unchartered territory.
As a Trust and Safety Specialist, you will:
- Execute protocols for first response surrounding provider and customer complaints
- Communicate with customers/providers with the goal of deescalation, establishing trust, and maintaining customer/provider satisfaction as part of our five-star experience.
-Document conversations and evidence for legal and insurance purposes
- Investigate, discern and take action for removal or review (providers and customers)
- Work closely with customer service and community management to maintain safety and quality standards
-Assist with updating protocols and policies, as necessary
-Assist Fraud Analyst, as necessary
B.A./B.S or equivalent four-year degree (willing to consider other degrees instead or certifications - if background is applicable)
Background in customer service or hospitality fields
Excellent communication, verbal, and writing skills
Strong online research skills
Experience in a fast-paced, growing environment
Have grace under pressure with impeccable judgment
Team players who collaborate and are transparent
Self-motivated and responsive
Superb judgment and tact
A great listener and outstanding with documentation, attention to details
Operate with high standards and integrity
Proven ability to operate in gray areas: adaptable and agile
Ability to work non-standard work hours, including working weekends, holidays and shift-based evening schedules.