Trust & Safety Investigator

Trust & Safety Investigator

About Care.com

Care.com is a consumer tech company with heart. We're on a mission to solve a human challenge we all face: finding great care for the ones we love. We're moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we're applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you're all about using your talent for good, Care.com is the place for you.

About Care.com

Care.com is a consumer tech company with heart. We're on a mission to solve a human challenge we all face: finding great care for the ones we love. We're moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we're applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you're all about using your talent for good, Care.com is the place for you.

What Your Days Will Be Like:

Care.com is looking for a Safety Investigator to join the Trust & Safety Incident Response Team! This team is responsible for:

• Reviewing all reported safety incidents

• Conducting investigations on safety cases (including telephone communication)

• Supporting the security and safety of the Care Community

• Hours can be flexible, but working at least one weekend day will be required

What You Will Do:

• Review safety cases, bans, appeals, and safety escalations

• Provide thorough, detailed investigations, including root cause analysis, using various support platforms (including email & phone) to develop case details, analyze evidence, author incident reports, and present recommendations for internal actions to key partners

• Act with a sense of urgency to ensure the complete, accurate, and timely completion of your caseload within strict service level and quality agreements

• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases

• Perform in-depth investigative analysis and look for patterns and trends to identify potential new safety issues

• Collaborate across teams to identify, research, and recommend solutions to investigative matters

• Maintain excellent interpersonal skills and professionalism while delivering outstanding customer service

• Learn and master multiple knowledge base and contact management systems

• Identify, report, and help prioritize system bugs

• Meet or exceed key performance indicators, including quality, productivity, and customer satisfaction

What You'll Need to Succeed:

• Excellent organizational and multi-tasking skills

• Effective problem-solving skills and ability to implement discretionary decision making in a timely manner

• Excellent oral, written, and interpersonal communication skills with the ability to convey complex information accurately, clearly, and quickly to all levels of management

• Excellent attention to detail

• Ability to adjust and adapt in a dynamic work environment

• Tolerance for viewing explicit content

• Enthusiasm for handling and resolving problems

• Ability to work independently

• Ability to follow guidelines & processes

• Ability to build relationships and trust among team members and embody Care's mission & values in working with team members

• Passionate, flexible, and possess a sense of humor

• BA/BS and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications

• Investigations experience in Law Enforcement, Claims Liability, or Social Services/ Investigation a plus

• Experience in Crisis Management and/or Sensitivity Training a plus

• One year of experience conducting investigations or handling urgent and high-priority issues, such as safety concerns, critical incidents, fraud, or financial crimes

• Intermediate computer knowledge

• Virtual team experience a plus

For a list of our Perks + Benefits, click here!

Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation, please reach out to talent@care.com.

Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products-from child and elder care to pet care and home care. Care.com is an IAC company (NASDAQ: IAC).

Hourly Rate: $22/hr.

The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).