Job details

Trust & Safety Lead

Roadie, a UPS Company, is a logistics management and crowdsourced delivery platform. Founded in 2014, Roadie offers businesses fast, flexible and asset-light logistics solutions for last-mile delivery. Roadie enables local delivery to more than 95% of U.S. households by providing access to more than 200,000 independent drivers nationwide – allowing businesses to offer their customers delivery optionality for almost any industry, from airlines to artisans.

Our Trust & Safety team works together to provide tactical operations to tackle issues that introduce risk and jeopardize safety within the platform. As a Trust & Safety Lead, you will oversee a team of Trust & Safety Specialists that are focused on identifying and preventing fraudulent behavior to ensure trust and safety for our users.

What You’ll Do

Lead, mentor, and motivate a team of Trust & Safety Specialists both on daily priorities as well as longer term development goals via coaching sessions and performance reviews
Take lead on high level high priority investigations and escalations
Generate weekly data reports to identify trends, reporting key findings and opportunities to stakeholders
Delegate projects and tasks that aide in areas of skill development for Specialists
Translate tribal knowledge into formal organized documentation
Facilitate on-the-job training and shadow sessions for new and existing Trust & Safety Specialists
Partner with Management to help support department key initiatives in alignment with company goals
Maintain strong interdepartmental communication and escalation paths
Monitor volume and output in the Trust & Safety queues and report on significant fluctuations

What You Bring

At least 2+ years experience in fraud, risk, claims, and/or a trust and safety role
At least 1 year experience of people management and development
Experience with employee coaching and development
Exceptional verbal and written communication skills, with an ability to establish trust and empathy
Knack for problem solving using investigative and analytical skills
Proficiency in Salesforce or similar CRM
Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed and complex procedural requirements
Ability to manage complex projects and multi-task with ease
Thrive in a fast-paced and agile environment and manage ambiguity with ease

Why Roadie?

Competitive compensation packages
100% covered health insurance premiums for yourself
401k with company match
Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
Flexible work schedule with unlimited PTO
Monthly 3-day weekends
Monthly WFH stipend
The technology you need to get the job done