Trust & Safety Specialist

Roadie, a UPS Company, is a crowdsourced delivery platform. Founded in 2014, Roadie works with consumers, small businesses and enterprises across virtually every industry to enable scheduled, same day and urgent delivery in passenger vehicles across the U.S.  With more than 200,000 drivers nationwide, Roadie reaches more than 20,000 zip codes – the largest local same-day delivery network in the nation. 

Our Trust & Safety team members work together to provide tactical operations to tackle issues that introduce risk and jeopardize safety within the platform. In this role you will report directly to a Trust & Safety Team Lead within a specialized division. You will use your keen eye for details and excellent problem solving skills to identify and prevent fraudulent behavior, and take pride in knowing that you are upholding the Roadie brand by ensuring trust and safety for our users.

What You’ll Do

  • Identify, thoroughly investigate, and resolve fraudulent-related issues on the Roadie platform 
  • Leverage data to identify patterns and trends in fraudulent activity
  • Identify procedural gaps to develop efficiency and effectiveness within the team 
  • Manage critical and high-risk situations appropriately and with a sense of urgency 
  • Adjudicate user consumer reports while adhering to geographic compliance & regulations
  • Validate the authenticity of user identification 
  • Adhere to legal and risk-related policies and procedures 
  • Partner with various stakeholders to implement fraud mitigation tactics and support change management efforts
  • Investigate, audit, and decision on sender Gig related claims 
  • Research industry standards and best practices to improve internal processes
  • Reduce company losses by assessing internal and external liabilities
  • Partner with law enforcement as needed when managing ongoing investigations

What You Bring

  • At least 1 year experience in a customer or technical support role 
  • At least 1 year experience in a compliance or operations-related role
  • Exceptional verbal and written communication skills, with an ability to empathize and establish trust 
  • Knack for problem solving using investigative and analytical skills
  • Proficiency in Salesforce or other CRM systems
  • Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed and complex procedural requirements
  • Thrive in a fast-paced and agile environment, and navigate ambiguity with ease

Why Roadie? 

  • Competitive compensation packages 
  • 100% covered health insurance premiums for yourself
  • 401k with company match
  • Tuition and student loan repayment assistance (that’s right – Roadie will contribute directly to your existing student loans!) 
  • Flexible work schedule with unlimited PTO 
  • Monthly 3-day weekends
  • Monthly WFH stipend 
  • Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
  • The technology you need to get the job done