Trust and Safety Associate

About the Position

We are looking for a Trust and Safety Associate to join our Operations Team in Tel Aviv. In this role, you will primarily focus on handling escalations from couriers and investigating unusual incidents. You'll be responsible for resolving complex issues, guiding our partners, and ensuring that high-quality service is maintained throughout the escalation process. You’ll be acting as a key factor in maintaining a high level of standard and satisfaction amongst Couriers who partner with us and of course - Helping optimize the workflow between all parties.

Responsibilities

• Ensuring Courier Partners meet our level of standard and performance.
• Acting as an escalation point for any queries or issues.
• Supporting the Operations Team on off-boarding/courier agreement terminations.
• Co-working with our Support team to maintain a high level of service at all times.
• Interacting with 3rd parties regarding Couriers’ performance (Customers, citizens, etc.)

Work Schedule

• Sunday: Evening shift only - 16:00–23:00
• Monday–Thursday: Two shift options - 16:00–23:00 / 15:00–22:00
• Friday & Saturday:
  • Morning: 09:00–16:00
  • Evening: 16:00–23:00
• Minimum availability requirement: 4 shifts per week, including at least 2 shifts during Friday and Saturday.

Requirements

• Previous experience working as a customer service representative.
• Excellent communicator and a big team motivator as you will have daily contact with our courier partners.
• Helping and listening to people is something that comes naturally and easily to you.
• Ability to lead by example and show direction - you have the genuine will to support your team members and your courier partners.
• You’re an expert and confident in expressing your social skills.
• You are not afraid of and can act confidently in challenging situations.
• You are a fast learner and attentive to both small details and the bigger picture.
• Proactive planner and thorough thinker, as you constantly seek new ways to improve processes.
• Fluent in Hebrew and English.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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