Trust & Safety Associate

| Venice
Bird is a last-mile electric vehicle sharing company dedicated to bringing safe, low-cost, environmentally-friendly transportation solutions to communities across the world. We provide a fleet of electric, shared scooters that can be accessed via smartphone. Bird is headquartered in Venice, California and is rapidly expanding across the country and the world.

What You'll Do:

  • First responder between riders & our insurance companies to determine escalation path for incidents occuring on rides or involving Bird Scooters
  • Collect all information related abnormal customer interactions with Bird Riders, Scooters, or related parties to determine response
  • Investigate all consumer claims of incidents with Bird Scooters to determine best resolution for all parties
  • Educate our rider community on best practice taking necessary action to enforce the rider agreement
  • Provide recommendations to Trust & Safety lead on resolution actions for chargers, riders & related parties.
  • Provide data in realtime to our insurance adjusters to ensure that our coverage reflects the risk in our community
  • Communicate and promote Bird safety policies, as well as work to improve rider education 
  • Review incident reports and take appropriate action
  • Work with peers to solve new issues and track new trends
  • Preserve data and deliver findings to appropriate teams 
  • Become a strong safety advocate for our community
  • Be the escalation point for our Critical Response team
  • Respond with empathy and sound judgment
  • Work closely with Bird’s legal and law enforcement response teams and outside counsel in responding to governmental requests for data
  • Work with internal teams and global safety organizations to develop and enhance safety awareness, and manage other safety related issues in the region
  • Executing best-practice standards and report trends or behaviors requiring escalation

What You'll Need:

  • 2+ years experience in a customer support and/or trust and safety role
  • A passion for Bird and for safety 
  • Excellent communicator with ability to take initiative
  • Strong investigative skills
  • Ability to detect fraud and escalate issues using your best judgement 
  • Familiarity with Transportation Law and interacting with law enforcement 
  • Full Time availability and weekends as needed

Bird Rides Inc. is an equal employment opportunity employer, and we welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status or genetics. We are dedicated to providing an inclusive, open, and diverse work environment.

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Location

Santa Monica, CA
Santa Monica, CA

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