Trust & Safety Coordinator (Contractor)

Veho; Bogotá; On-site; COP 42,000,000 - 60,000,000; Part time

Job summary

Veho in Bogotá, Colombia seeks a Trust & Safety Support Specialist for a temporary contract through January 31, 2027. You will support the Trust & Safety team by handling driver quality deactivations, incident triage, and operational support, reporting to the Senior Manager for Trust & Safety.

You’ll work closely with customers and driver-partners, apply policies, document details in Zendesk, and help maintain a secure, reliable platform for Veho's growing ecommerce logistics network.

Qualifications

• Empathy, integrity, attention to detail, strong communication skills, a collaborative mindset, critical thinking/problem-solving
• Understanding of policy and process adherence
• Experience with customer support platforms and incident handling

Responsibilities

• 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.

Skills

Problem solving

Writing skills

Detail-oriented

Slack

Gsuite

Zendesk

Twilio

Fraud

Legal

Platform Abuse

Education

College preferred

Job description

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 HelloFresh, 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 through the peak season 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.

This is a temporary contract until January 31st, 2027!

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 experience that's built for the modern era. We live by our leadership principles. We're looking for team members who are: obsessed over the customer, first-principles thinkers, builders at heart, intrinsically driven to win, and owners biased toward action.

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

All California applicants, please reference our California Applicant Privacy Notice located here.

The pay range is subject to the discretion of the Company. Additionally, Veho offers a competitive equity package, comprehensive medical, dental, and vision coverage, and other benefits such as a 401 (k) and unlimited PTO for exempt-level roles.