Trust & Safety Investigator: Protect & Investigate

Care.com; Dallas (TX); Hybrid; USD 32,000 - 33,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health insurance

401K matching

Paid time off

Job summary

Care.com is seeking a Safety Investigator to join the Trust & Safety Incident Response Team in Dallas. You will respond to safety incidents, conduct investigations, and make timely, evidence-based decisions prioritizing member safety while applying company policies fairly.

Your responsibilities include handling investigations across incidents, hotline triage, multi-source analysis, and documentation while meeting SLAs and collaborating with Legal, Product, and Risk teams.

Qualifications

• Strong investigative, analytical and critical-thinking skills with the ability to assess risk, analyze evidence, identify patterns, and make policy-based decisions.
• Excellent verbal and written communication, with the ability to communicate clearly and compassionately in sensitive situations.
• Strong organization and attention to detail, with the ability to manage multiple investigations while meeting quality, productivity, and SLA expectations.
• Adaptable and comfortable in a fast-paced environment with changing priorities, sensitive content, evolving policies, and new systems.
• Strong collaboration skills with the ability to partner cross-functionally to resolve safety concerns.

Responsibilities

• Conduct thorough investigations into safety incidents, member reports, account bans and appeals, fraud, and other Trust & Safety escalations, ensuring consistent application of company policies and procedures.
• Serve as a first responder for Safety Hotline calls, assessing risk, gathering critical information, supporting members with empathy and professionalism, and determining appropriate investigative or escalation paths.
• Analyze information from multiple sources to conduct comprehensive investigations, identify patterns and emerging risks, and make fair, evidence-based decisions.
• Maintain accurate, objective case documentation and investigative summaries while meeting established SLAs, quality, and productivity expectations.
• Exercise sound judgment, discretion, and emotional intelligence when handling sensitive situations, and collaborate with Legal, Product, Customer Experience, Risk, and Operations on complex cases.
• Identify trends, operational gaps, and process improvement opportunities to strengthen investigations and enhance member safety.

Skills

Investigative thinking

Analytical skills

Communication

Organization

Collaboration

Adaptability

Salesforce

Education

Bachelor's degree

Tools

Salesforce

Job description

Care.com is seeking a Safety Investigator to join the Trust & Safety Incident Response Team in Dallas. You will respond to safety incidents, conduct investigations, and make timely, evidence-based decisions prioritizing member safety while applying company policies fairly.

Your responsibilities include handling investigations across incidents, hotline triage, multi-source analysis, and documentation while meeting SLAs and collaborating with Legal, Product, and Risk teams.