Associate, Trust & Safety

Zocdoc

121d • $23 - $28

About The Position

Zocdoc’s most important asset is our people. As a Trust & Safety Associate, your mission is to promote patient and provider trust in the platform and protect the integrity of the marketplace by leading your team in detecting, reporting, and acting on abusive user behavior. As a member of this newly formalized function, you’ll be tasked with executing on Trust & Safety tasks as well as helping build additional structured Trust & Safety workflows in order to keep pace with Zocdoc’s rapidly growing and evolving marketplace. Zocdoc’s Trust & Safety Operations function is at the nexus of our Community Standards, partnering with cross-functional teams such as Product, Data, Sales, Service, and Legal to execute on mitigating behavior and content that is out of line with the platform’s standards. As a Trust & Safety Associate, you’ll be responsible for the critical daily operations that determine how well Zocdoc’s marketplace represents its standards.

Requirements

• 1+ years of work experience in a hands-on Trust & Safety, operations, or service role with some customer-facing responsibilities
• Strong written communication skills, with the ability to clearly articulate complex policies and decisions to users via email
• A highly analytical and data-driven approach to problem-solving and decision-making
• Excellent critical thinking skills, with the ability to make sound, high-stakes decisions with real consequences
• Empathy in all situations and resilience, with a deep understanding of user perspectives to navigate and resolve sensitive issues
• Resourcefulness and adaptability, with a proactive approach to solving ambiguous challenges and a commitment to operational excellence

Responsibilities

• Applying Zocdoc’s Community Standards to ensure our platform is a safe and respectful environment for all users
• Investigating complex cases and user concerns, leveraging data and analytical skills to reach well-reasoned decisions
• Managing high-volume email correspondence and oral communication with both internal and external stakeholders
• Proactively identifying trends and emerging threats that could put Zocdoc or its users at risk
• Escalating key insights to T&S leadership with urgency
• Providing feedback to T&S leadership and product teams to help improve policies, processes, and tools
• Partnering daily with cross-functional teams like Service, Sales, Product, Legal, and Marketing

Benefits

• Flexible work environment
• Competitive PTO
• 100% paid employee health benefit options (including medical, dental, and vision)
• 401(k) with employer funded match
• Corporate wellness programs with Headspace and Peloton
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees