Trust & Safety Specialist

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit www.roadie.com.

About the Role

Our Trust & Safety team members work together to provide tactical operations to tackle issues that introduce risk and jeopardize safety within the platform. In this role you will report directly to a Trust & Safety Team Lead within a specialized division. You will use your keen eye for details and excellent problem solving skills to identify and prevent fraudulent behavior, and take pride in knowing that you are upholding the Roadie brand by ensuring trust and safety for our users.

What You’ll Do

• Identify, thoroughly investigate, and resolve fraudulent-related issues on the Roadie platform.
• Leverage data to identify patterns and trends in fraudulent activity.
• Identify procedural gaps to develop efficiency and effectiveness within the team.
• Manage critical and high-risk situations appropriately and with a sense of urgency.
• Adjudicate user consumer reports while adhering to geographic compliance & regulations.
• Validate the authenticity of user identification.
• Adhere to legal and risk-related policies and procedures.
• Partner with various stakeholders to implement fraud mitigation tactics and support change management efforts.
• Investigate, audit, and decision on sender Gig related claims.
• Research industry standards and best practices to improve internal processes.
• Reduce company losses by assessing internal and external liabilities.
• Partner with law enforcement as needed when managing ongoing investigations.

What You Bring

• At least 1 year experience in Trust & Safety.
• At least 1 year experience in a compliance or operations-related role.
• Exceptional verbal and written communication skills, with an ability to empathize and establish trust.
• Knack for problem solving using investigative and analytical skills.
• Proficiency in Salesforce or other CRM systems.
• Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed and complex procedural requirements.
• Thrive in a fast-paced and agile environment, and navigate ambiguity with ease.

Why Roadie?

• Competitive compensation packages.
• 100% covered health insurance premiums for yourself.
• 401k with company match.
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!).
• Flexible work schedule with unlimited PTO.
• Monthly 3-day weekends.
• Monthly WFH stipend.
• Paid sabbatical leave: tenured team members are given time to rest, relax, and explore.
• The technology you need to get the job done.

This role is not eligible for Visa sponsorship. Applicants must be authorized to work for any employer in the U.S.

Key skills/competency

• Trust & Safety Specialist
• Fraud Investigation
• Compliance
• Operations
• Data Analysis
• Problem Solving
• CRM Systems
• Risk Management
• Customer Service
• Attention to Detail