Associate, Trust & Safety

Your Impact on our Mission

Zocdoc's most important asset is our people. As a Trust & Safety Associate, your mission is to promote patient and provider trust in the platform and protect the integrity of the marketplace by leading your team in detecting, reporting, and acting on abusive user behavior. As a member of this newly formalized function, you'll be tasked with executing on Trust & Safety tasks as well as helping build additional structured Trust & Safety workflows in order to keep pace with Zocdoc's rapidly growing and evolving marketplace.

Zocdoc's Trust & Safety Operations function is at the nexus of our Community Standards, partnering with cross-functional teams such as Product, Data, Sales, Service, and Legal to execute on mitigating behavior and content that is out of line with the platform's standards. As a Trust & Safety Associate, you'll be responsible for the critical daily operations that determine how well Zocdoc's marketplace represents its standards.

You'll enjoy this role if you…

• Are a proactive operator who can bridge the gap between strategic policy and hands-on execution
• Are a curious problem-solver who enjoys diving into data to uncover trends and patterns
• Thrive in a fast-paced environment where you can identify issues and quickly communicate insights to the right stakeholders
• Are personally motivated by seeing your work make a tangible impact on the safety of our users and the integrity of our platform, even if your contributions aren't in the spotlight
• Are comfortable navigating varying levels of ambiguity and can stay focused on the task at hand
• Are confident in engaging in difficult conversations and decisions, especially in writing
• Are proud of the quality of your work, but don't take yourself too seriously

Your day to day is…

• Applying Zocdoc's Community Standards to ensure our platform is a safe and respectful environment for all users
• Investigating complex cases and user concerns, leveraging data and analytical skills to reach well-reasoned decisions. This includes managing high-volume email correspondence and oral communication with both internal and external stakeholders
• Proactively identifying trends and emerging threats that could put Zocdoc or its users at risk, and escalating key insights to T&S leadership with urgency
• Providing feedback to T&S leadership and product teams to help improve policies, processes, and tools aimed at addressing bad actors and enhancing the user experience
• Partnering daily with cross-functional teams like Service, Sales, Product, Legal, and Marketing to execute on the T&S and company-wide mission

You'll be successful in this role if you have…

• 1+ years of work experience in a hands-on Trust & Safety, operations, or service role with some customer-facing responsibilities
• Strong written communication skills, with the ability to clearly articulate complex policies and decisions to users via email
• A highly analytical and data-driven approach to problem-solving and decision-making
• Excellent critical thinking skills, with the ability to make sound, high-stakes decisions with real consequences
• Empathy in all situations and resilience, with a deep understanding of user perspectives to navigate and resolve sensitive issues
• Resourcefulness and adaptability, with a proactive approach to solving ambiguous challenges and a commitment to operational excellence

Benefits:

• Flexible work environment
• Competitive PTO
• 100% paid employee health benefit options (including medical, dental, and vision)
• 401(k) with employer funded match
• Corporate wellness programs with Headspace and Peloton
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified