Trust & Safety Associate

This content was reproduced from the employer’s website on March 3, 2022. Please visit their website below for the most up-to-date information about this position.

Who is Bird

Bird is on a mission to bring environmentally friendly transportation to everyone. Our products, services, and people share one common goal: to make cities more livable by reducing gas-powered car usage, lowering carbon emissions, and improving the safety of all road users.

We are relentless in our pursuit of better—for our riders, for our partners, for our employees, and for future generations. Our award winning electric vehicles help millions of riders take carbon-free trips in more than 300 cities globally. And our teams push boundaries and challenge the status quo in pursuit of a brighter future.

Responsibilities

• Manage and monitor the handling of global escalated support tickets and prioritize responses.
• Analyze safety incidents to determine appropriate action items (written acknowledgment, behavior
  action, place outbound phone calls as needed, account termination, appeasement, submission as
  insurance claim).
• Communicate with external stakeholders such as police and community complainants.
• Draft written and verbal follow-up for unique events and safety-related issues.
• Conduct investigation into all accessible information (via Bird’s internal systems and
  outside research) to gather relevant facts to help resolve safety issues and determine appropriate
  courses of action in conjunction with stakeholders.
• Create and revise standard operating procedures and monitor performance, adapt where necessary.
• Gather safety data and compile reporting for internal analysis and cities data requests
• Identify incident/component/location data trends and make recommendations to reduce future
  incidents.
• Manage and monitor the handling of global escalated support tickets and prioritize
  responses
• Analyze safety incidents to determine appropriate action items (written
  acknowledgment, behavior action, place outbound phone calls as needed, account
  termination, appeasement, submission as insurance claim)
• Conduct investigation into all accessible information (via Bird’s internal systems
  and outside research) to gather relevant facts to help resolve safety issues and
  determine appropriate courses of action in conjunction with stakeholders
• Create and revise standard operating procedures and monitor performance, adapt
  where necessary.

Requirements

• Bachelor’s degree
• 2-3+ of Trust & Safety experience
• Customer service or support experience
• Experience with Zendesk, Word, and Google Docs

Preferred Qualifications

• Empathy training
• Critical thinking and problem solving skills