Head of Trust & Safety

| Greater Boston Area
Description
As our first Director of Trust & Safety, you will play a critical role in developing policies and processes to build and maintain trust on the CozyKin platform. You will partner with key stakeholders across Legal, Customer Experience, Marketing, Product, and Engineering to ensure quality care for our children, and safe interactions for our families and nannies. You will have the opportunity to build out and manage a team as we continue to expand throughout the US.
Responsibilities
-Further develop the Trust & Safety function at CozyKin
-Create and execute a best-in-class Trust and Safety strategy to proactively mitigate risk as well as manage the overall safety of our customer experience when incidents happen
-Engage families directly during incidents to de-escalate issues and to seek resolution
-Conduct investigations of personnel when accusations are made by families, anonymous or unidentified person(s), and 3rd parties.
-Work cross functionally with multiple departments to develop and implement process changes that will ensure the continued trust and safety on the platform
-Collaborate with Legal and PR/Communications as needed to respond to safety issues effectively
-Oversee escalated issues on the Trust & Safety team
-Work closely with operations and customer experience leaders to ensure consistency and to collaborate on company-wide customer operations initiatives
Requirements
-3+ years of experience in Trust and Safety, Fraud, Risk Management or a related role
-Experience working with consumers directly to de-escalate issues
-A deep understanding of online platforms and the product/engineering that supports trust and safety tools for them
-Experience managing and leading teams from strategy to execution
-Stellar analytical and strategic thinking skills
-Ability to maintain a high level of confidentiality
-Some legal experience is a plus
Our Company Values
Heart For Children: We do what's best for the child. That's also what's best for the parents, nannies, and our community.
Courage In Action: We do hard things with empathy. We take the hill. We own our work. We get it done.
Accelerate Together: We choose to accelerate. We champion growth. We empower others to do the same.
Benefits
- Healthcare benefits (medical, dental, vision)
- Vacation, sick, and holiday paid time off
Compensation $70,000 - $100,000
Equity 0.0% - 0.1%
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Location

Our HQ office is right in the heart of Central Square.

What are CozyKin Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Team workouts
CozyKin has regular in-office yoga sessions led by certified baby yoga expert!
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Stocked Kitchen
Professional Development Benefits
Lunch and learns
CozyKin hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
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