Job Description: Trust & Safety Specialist

Company Overview

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility, and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store, and DC-to-door.

Position Overview

The 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.

Responsibilities

• 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.

Requirements

• At least 1 year of experience in Trust & Safety.
• At least 1 year of 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.
• Ability to 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 (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.