Zeel delivers Massage On Demand® - top-quality massages from licensed, vetted massage therapists to homes, hotels, workplaces, and events in as little as an hour, or up to a month in advance. Backed by Lightbank.
About the role
As a member of the VA Community Care Network, Zeel provides Medical Massage Therapy to veterans experiencing acute or chronic pain, PTSD, and other life-limiting conditions. Zeel also offers corporate wellness programs and staffs more than 200 five-star hotels and independent spas nationwide. Zeel combines award-winning technology with clinical excellence to deliver personalized, convenient, and impactful care.
What they're looking for
- 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
More about this role
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).
Key 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...
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