T&S Investigator

Clipboard Health LLC; United States; À distance; CAD 92 000 - 128 000; Plein temps

Résumé du poste

Clipboard Health LLC is seeking a Trust & Safety Analyst to manage incident reports from start to finish, delivering empathetic, timely resolutions while removing bad actors to keep the platform safe. The role requires superb judgment, clear communication, and cross-functional collaboration with Support, Product and Legal to uphold marketplace safety norms.

You will investigate incidents end-to-end, classify severity, develop safety initiatives, monitor metrics, and continuously improve incident

Qualifications

• Resolve customer incidents with empathy and action.
• Excellent written and verbal communication.
• Strong judgment to make tough decisions.
• Leadership, motivation and initiative.
• Independent work and organization.
• Detail-oriented and ethical decision-making.

Responsabilités

• Investigate safety incidents end-to-end and deliver timely resolutions.
• Classify incidents, assess severity, and make deactivation decisions.
• Develop and implement safety initiatives, tools, and processes.
• Shape marketplace safety norms through policy development/reccomendations.
• Partner cross-functionally with Support, Product, Legal, and other teams to drive safety outcomes.
• Assess safety and compliance risks; design strategies to close gaps and prevent recurrence.
• Monitor and report on safety and compliance metrics; analyze trends to recommend data-driven improvements.
• Serve as a subject-matter expert on Trust & Safety policies, providing guidance internally and externally.
• Continuously improve the incident reporting and investigation workflow.
• Communicate with customers and partners with professionalism and urgency, ensuring high-quality resolution experiences.
• Stay current on product updates to ensure accuracy and consistency across safety operations.

Connaissances

Empathy

Judgment

Communication skills

Leadership

Self-direction

Detail-oriented

Description du poste

About Clipboard

Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.

Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company and have been profitable since 2022. We're the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

Role Overview

The Trust & Safety Analyst protects the integrity of our platform by expertly managing incident reports from start to finish. This role focuses on two core outcomes: providing an exceptional, empathetic experience for customers during high-stakes situations, and decisively removing bad actors when appropriate to keep our platform safe.

What You'll Do

• Investigate safety incidents end-to-end and deliver timely, customer-focused resolutions.

• Accurately classify incidents, assess severity, and make fair, well-reasoned deactivation decisions.

• Develop and implement safety initiatives, tools, and processes that reduce incidents and strengthen platform integrity.

• Shape and uphold marketplace safety norms through clear policy development/reccomendations.

• Partner cross-functionally with Support, Product, Legal, and other teams to drive safety outcomes.

• Assess safety and compliance risks; design strategies to close gaps and prevent recurrence.

• Monitor and report on safety and compliance metrics; analyze trends to recommend data-driven improvements.

• Serve as a subject-matter expert on Trust & Safety policies, providing guidance internally and externally.

• Continuously improve the incident reporting and investigation workflow.

• Communicate with customers and partners with professionalism and urgency, ensuring high-quality resolution experiences.

• Stay current on product updates to ensure accuracy and consistency across safety operations.

What We're Looking For

• Ability to resolve customer incidents with empathy and action

• Impeccable judgement and ability to make tough decisions

• Exceptional written and verbal communication skills - You are a skilled communicator and listener, and you're comfortable expressing ideas and opinions to a varied audience

• Possess an "I can handle anything" mentality and extremely sound judgment in ambiguous situations

• Ability to identify potential risks and effectively diffuse situations

• Demonstrate a high degree of leadership, motivation, self-direction, and initiative to achieve the goals of the mission

• Self-motivated, able to work independently and stay organized

• Detail-oriented

• Ethical and unbiased integrity and decision-making abilities

• Preferred:

  • 3+ years in a customer-facing role.

  • 3-5 years of experience in Clinical practice, Trust & Safety, Risk Management, Compliance, or related fields.

  • LVN or RN is a big plus

  • Ability to use statistical tools and techniques to analyze, interpret, and present safety-related data.

Why Join Clipboard?

• We are remote-first, giving you the flexibility to work with us from many places.

• Fast-paced startup environment. Join a company that values curiosity, independence, and growth.

• A hiring process that rewards skills, not just experience. Every applicant gets a fair shot, our selection is based on real-world problem-solving ability, not just credentials.

• Opportunity to make a significant impact with our customers on both sides of the marketplace.

Hiring Process

1. Application

2. Case Study

3. Case Study Interview

4. Interview with our Head of Operations

5. Culture Interview (People Ops)

6. Offer

Quick Note on Scammers:

Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here.