Part-time Trust & Safety Specialist (Remote - Austin, TX)

About Care.com 

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that. 

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you. 

Position Overview:

Care.com is looking for a part-time Trust & Safety Specialist to support the Trust & Safety team. This team is responsible for:

• Reviewing all safety-related complaints from care providers and families 
• Conducting investigations on safety cases
• Supporting the security and safety of the Care.com Community

Schedule Requirements (this is a part-time role):

• You're required to submit 25 hours of availability each week between the hours of 5am-11pm ET 
• 5 of those hours are required to be between Friday 5pm ET and Sunday 11pm ET 

What You’ll Do:

• Review Safety Alert Cases
• Utilize tools and processes provided to conduct additional investigations as necessary
• Respond to member inquiries via email
• Identify cases that require escalation
• Meet or exceed key performance indicators such as quality, efficiency, customer satisfaction, and schedule compliance
• Effectively work independently in a minimally structured environment
• Support additional projects identified by the team and/or cross-functionally
• Investigate and identify potential fraud and fraud trends
• Identify and report system bugs

Who You Are:

• Demonstrated ability to write clearly, concisely, and with attention to tone
• Excellent proofreading, editorial, and computer skills
• Excellent organizational and multi-tasking skills
• Effective problem-solving skills and the ability to make timely decisions
• Strong oral and written communication skills
• Great attention to detail
• Tolerance for viewing explicit content on social media and implementing discretionary decision-making
• Dependability - the individual consistently adheres to set schedule, follows instructions, responds to management direction, and solicits feedback to improve performance
• Enthusiasm for handling and resolving problems
• Adaptability to changes in the work environment or schedule
• Ability to manage competing demands and deal with frequent change, delays, or unexpected events
• Ability to establish priorities for yourself and your team and work independently and efficiently
• Ability to implement discretionary decision-making
• Ability to follow set guidelines and processes
• Strong computer proficiency, including social media and Internet navigation skills
• Ability to build relationships and trust among team members and embody Care.com’s mission/values in working with team members
• Must be enthusiastic, flexible, adaptable, and possess a sense of humor 

Education/Other Pre-Requisites:

• Strong computer proficiency; experience with Microsoft Office, Google Drive, Zoom, Outlook, internal knowledge databases, etc.
• Virtual team experience a plus
• 2+ years of experience in a professional environment; working in law enforcement, legal, or child protective fields a bonus.

Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation, please reach out to talent@care.com.

Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregi