Trust & Safety Coordinator Hybrid, Bogotá, Colombia

About Veho

Veho’s mission is to power the future of commerce by making shopping, shipping and returns seamless for everyone.

We are building a modern, end-to-end logistics infrastructure designed entirely for the ever-evolving needs of ecommerce brands and everyday consumers.

Powered by next-generation technology and a vertically integrated supply chain, Veho gives brands and their customers unprecedented control over their deliveries and removes the pain from the ecommerce post-purchase experience. We make delivery the ‘extension of the brand’ and leverage it to create deeper loyalty and trust between brands and their customers, driving customer retention and lifetime value. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.

To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.

About the Role

As a Trust & Safety Support Specialist, you will play a crucial role in supporting the Trust & Safety team by executing driver quality deactivations, performing incident triage, and providing essential operational support for Trust & Safety's incident investigation team. You will ensure prompt and effective handling of initial stages of trust and safety incidents, contributing to a secure and reliable platform for driver-partners, customers, and Veho staff. This role will report directly to the Senior Manager for Trust & Safety.

A great candidate:

This is an exciting role that will put you at the center of Veho’s efforts to maintain platform integrity. A few skills that will set you up for success in this role include empathy, integrity, attention to detail, strong communication skills, a collaborative mindset, critical thinking/problem-solving skills, and an understanding of policy and process adherence.

What You’ll Do:

• Execute driver quality deactivations according to established policies and processes.

• Conduct initial incident triage, assessing the severity of incidents and directing them to the appropriate Trust & Safety team members for investigation.

• Provide operational support to the Trust & Safety incident investigation team, including collecting evidence and communication details across our communication platforms.

• Communicate with affected parties, such as customers, driver-partners, to collect information to further the investigation of incidents.

• Apply relevant trust and safety policies, protocols, and procedures to evaluate initial incident information.

• Document and communicate all incident details, including actions taken and outcomes achieved, and maintaining up-to-date documentation within Zendesk.

What you bring:

• Skills - Problem solving, strong writing skills, detail-oriented

• Experience - Slack, Gsuite, Zendesk, Twilio, Fraud, Legal, Platform Abuse

• Education - College preferred

Veho is a growth company that looks for team members to grow with it. No matter the location, or the role, every Veho teammate shares one galvanizing mission: driving commerce forward with a customer-centric delivery and returns experience that’s built for the modern era. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in our high-performers.

Join us in building the future of ecommerce logistics and in doing the work of our lifetime!

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