Trust & Safety Senior Specialist

Zeel

2d•$75,000 - $82,000•Remote

About The Position

The Trust & Safety Senior Specialist helps protect Zeel’s community by managing escalations, enforcing policies, identifying risks, and supporting identity and credential verification. The ideal candidate is collaborative, self-motivated, highly organized and able to handle sensitive matters with integrity and empathy. This is a fully remote position available to candidates located in the United States. The position reports directly to the Vice President of Trust & Safety. Must be available to work nights and weekends (holidays on a rotational basis).

Requirements

Bachelor’s degree or equivalent
Highly organized with demonstrated ability to execute projects from start to finish
Strong critical-thinking and analytical skills with confidence to make difficult decisions
Excellent written and verbal communication with and without artificial intelligence
Self-motivated, super responsive and highly collaborative.
Availability to work evenings, nights, weekends, and/or holidays

Responsibilities

Work with the VP of Trust & Safety on the development, implementation, and continuous improvement of policies, procedures, and operational playbooks.
Represent Trust & Safety in stakeholder meetings with Product, Operations, Clinical, Legal, Compliance, and Engineering to advance initiatives and communicate program priorities.
Write and lead engaging training sessions for Trust&Safety - related topics or policy updates.
Take appropriate action against users who violate Zeel’s Terms of Service.
Resolve and document escalated patient, customer, and provider cases with empathy, professionalism and a sense of detail.
Manage a high-volume case queue while meeting response-time and quality standards.
Identify emerging risks, recurring patterns, or policy gaps to recommend corrective action.
Review provider credentialing and provider office applications
Monitor relevant public-health requirements at the state and federal levels.
Handle property damage, injury, and payment discrepancy claims.
Fulfill medical-record and subpoena requests