Trust and Safety Specialist

Trust & Safety Specialist

About the team…

The Trust & Safety Specialist is responsible for the protection of our community. On demand food delivery has many advantages, however it can come with some liabilities. The Trust and Safety Team presents a united front to protect our Merchants, Customers and Dashers. Through the team’s proactive approach, we are aggressively maintaining, building and protecting DoorDash’s brand. By staying on top of stakeholder escalations, monitoring our day-to-day data for outliers, and improving our detection tools, we empower DoorDash’s teams to focus on creating an amazing experience for our Merchants, Customer, and Dashers. This position is a tremendous opportunity to join a fast growing team with an extreme focus on building DoorDash’s Trust and Safety brand, while protecting our community. 

About the role…

The Trust & Safety Specialist is a high-bandwidth, meticulously organized individual, who can juggle both issue resolution and concise communication. They are able to investigate and support their decision while referencing legal and internal materials to reach the right decision. They are able to navigate the investigation to keep business partners updated and identify any fraudulent activity. This position calls for a self-starter who wants to innovate and be part of a dynamic, fast-moving team.

The Trust and Safety Specialist is a leader, problem solver, team builder, and a subject matter expert who is always looking for ways to help the team become more efficient by streamlining processes and identifying issues & resolutions.  The ideal candidate has some technical prowess and operational experience to help them make informed decisions that improve operational productivity (both efficiency and efficacy) while protecting our valued community. 

You're excited about this opportunity because you will...

• Improve our operational and safety processes so we can deliver high quality support to all portions of our business.
• Be responsible for components of projects and process improvement.
• Help research and implement best practices as we build our team.
• Collaborate with internal and external business partners on crucial initiatives.
• Report out to senior leadership on initiatives, make recommendations on process improvements.
• Work with product and engineering teams to develop tools and solutions that improve trust across our platform.
• Serve as a resource and/or mentor for other employees on the team.
• Contribute to and refine quality assurance, training practices and process development.
• Manage SLAs and response for strategic partner escalations.
• Investigate and evaluate complex cases to arrive at an outcome that keeps our community safe.
• Develop a deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes.
• Demonstrate strong communication skills and relationship-building with peers, business partners and company leaders.
• Collaborate with the Director of T&S, our Legal team and Communications teams to respond to escalated safety issues in order to mitigate risk and to manage the overall safety of our community when incidents happen.
• Collaborate with our Compliance team on escalations of property damage and theft.
• Manage incoming safety reports from merchants, dashers and consumers to ensure a high quality and empathetic response.

You have...

• 2 or more years of experience working in a similar compliance, fraud, risk or legal role.
• Data competency, including ability to answer business questions.
• Able to identify trends, and problem solve to identify effective product and operational countermeasures.
• Able to operate autonomously while collaborating closely with cross functional partners. 
• Identify and recommend product improvements, partner with product and engineering to get them into the roadmap, and analyze their impact.
• Strong written and verbal communication skills--including top notch grammar, spelling, and the ability to write both formally and casually using DoorDash’s brand voice and tone.
• Positive outlook and optimism in the face of challenges and negative situations.
• Able to maintain a high level of confidentiality.
• Bachelor’s degree or equivalent amount of work experience.

We’re Excited About You Because…

• You are driven--you are a highly motivated self-starter with the passion to take on more than your daily responsibilities.
• You are adaptable to change--our ever growing and developing team continuously takes on new workflows and responsibilities.
• You are responsible--your daily work and initiative involvement.
• You are customer centric and you love helping people.
• You have high emotional intelligence--you will correspond with victims, police and attorneys.
• You are meticulously organized--you can juggle both issue resolution & concise.

It would be great if…

• You have knowledge of Salesforce, Chartio, SQL and Google Applications
• You have experience in the insurance, criminal investigation or legal fields
• You have project management skills

Why you'll love working at DoorDash

• We are a technologically and data-driven business
• We are committed to our clients and connected through our vision of “Delivering Good”
• We love solving problems, thinking creatively and trying new things
• We believe in autonomy & taking initiative
• We take what we do seriously. We don’t take ourselves seriously
• We have a smart, experienced leadership team that wants to do it right & is open to new ideas
• We offer competitive compensation packages and comprehensive health benefits

About DoorDash

Founded in 2013, DoorDash is a San Francisco-based technology company passionate about transforming local businesses and dedicated to enabling new ways of working, earning, and living. Today, DoorDash connects customers with their favorite local and national businesses in more than 3,300 cities across the United States and Canada.

We want to share our revolutionary logistics technology with every business around the world, to streamline how our cities and local economies work. Make no mistake, it isn’t going to be easy, and our mission isn’t for the faint of heart. But if you’re daring, and you want to make a dent, let’s chat. By building intelligent, last-mile delivery technology for local cities, DoorDash aims to connect people with the things they care about — one dash at a time.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.