Trust & Safety Specialist

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions for local same-day delivery, big and bulky items, ship-from-store and DC-to-door logistics.

The Role

Our Trust & Safety team members work together to provide tactical operations to tackle issues that introduce risk and jeopardize safety within the platform. In this role, you will report directly to a Trust & Safety Team Lead within a specialized division. You will use your keen eye for details and excellent problem-solving skills to identify and prevent fraudulent behavior, and take pride in knowing that you are upholding the Roadie brand by ensuring trust and safety for our users.

What You'll Do

• Identify, thoroughly investigate, and resolve fraudulent-related issues on the Roadie platform
• Leverage data to identify patterns and trends in fraudulent activity
• Identify procedural gaps to develop efficiency and effectiveness within the team
• Manage critical and high-risk situations appropriately and with a sense of urgency
• Adjudicate user consumer reports while adhering to geographic compliance and regulations
• Validate the authenticity of user identification
• Adhere to legal and risk-related policies and procedures
• Partner with various stakeholders to implement fraud mitigation tactics and support change management efforts
• Investigate, audit, and decision on sender Gig-related claims
• Research industry standards and best practices to improve internal processes
• Reduce company losses by assessing internal and external liabilities
• Partner with law enforcement as needed when managing ongoing investigations

What You Bring

• Experience: At least 1 year in Trust & Safety, and at least 1 year in a compliance or operations-related role
• Communication: Exceptional verbal and written communication skills, with an ability to empathize and establish trust
• Problem-Solving: Strong investigative and analytical skills with a knack for identifying solutions
• Technical Proficiency: Proficiency in Salesforce or other CRM systems
• Attention to Detail: Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed and complex procedural requirements
• Compliance Knowledge: Understanding of compliance frameworks and risk management principles

💰 Compensation not publicly listed. Market estimate for similar roles: from $135K, varying by experience and location.