Trusty & Safety Analyst

Bird

2h•CA$60,000 - CA$100,000

About The Position

The Trust and Safety (T&S) specialist role is a critical front-line position at Bird, designed to maintain safety and handle high-severity issues from inception to completion. Key responsibilities include managing and prioritizing global escalated support tickets, unique safety incidents, and related insurance claims. The overall goal of the position is to improve operational efficiency, provide best-in-class support, and lead continuous improvement projects focused on reducing T&S related issues and mitigating brand impact.

Requirements

At least 2 years of prior professional experience conducting investigations and handling urgent, high-priority issues, such as accidents, safety concerns, critical incidents, and insurance claims.
Exceptional problem-solving skills, ability to exercise decisive judgment, and apply creative solutions to complex issues.
Strong written and verbal communication skills, including stakeholder management, and the ability to build effective internal and external relationships.
High adaptability, comfort in a fast-paced environment, and a customer-oriented mindset.
Strong analytical and investigative skills, including the ability to find information, recognize trends, and persistently get to the bottom of a situation.
Excellent organizational skills, ability to work independently, multitask, triage escalations appropriately, and own projects from start to finish.
Proficiency with Google Suite.

Nice To Haves

Fluency in a European language.

Responsibilities

Manage and prioritize the handling of global escalated support tickets, safety incidents, and related insurance claims.
Draft professional written follow-up communication for unique events.
Conduct thorough investigations, utilizing all accessible information, to gather facts, analyze root causes, and determine appropriate courses of action for safety concerns.
Serve as the primary POC for key internal departments (Legal, Finance, Product, etc.) and external stakeholders (police, insurance companies).
Facilitate collaborative efforts to ensure an effective response to escalations.
Develop, implement, and refine SOPs and complex workflows to improve operational efficiency and provide best-in-class support, which includes flagging issues and providing feedback to external customer support agents.