About this role
The Executive, Trust & Safety plays a key role in driving accurate billing and recovery outcomes while upholding the integrity of our community. You will manage end-to-end case handling, including liability assessment, investigations, and enforcement, to ensure fair outcomes and a safe, trusted platform for all users.
- Drive Billing & Recovery: Lead end-to-end quoting, liability assessment, mutual settlement, billing, and collections for damage, accident, and compliance-related cases, including validating charges, negotiating payment arrangements, and partnering with Finance to ensure timely and accurate recovery.
- Conduct Investigations: Manage end-to-end investigations into user-reported damages, accidents, and policy breaches, ensuring outcomes are evidence-based, consistent, and fair.
- Enforce Policies & Standards: Review evidence from Fleet Operations and Customer Experience teams to identify violations and recommend appropriate enforcement actions in line with company policies.
- Guide & Quality Assure: Collaborate with and guide Level 1 investigation agents, performing quality checks to ensure all investigations are dependable, comprehensive, and well-documented.
- Manage Disputes & Resolution: Handle complex user disputes with a balanced approach to customer experience and business protection, clearly articulating billing rationale and Terms of Service.
- Relevant Experience: At least 1 year of experience in handling disputes, claims, or investigation work, preferably in a high-volume consumer technology or motor insurance environment.
- Investigation & Judgment Skills: Strong ability to assess evidence (e.g. photos, videos, reports), consolidate findings, and make fair, data-driven decisions.
- Communication & Negotiation: Strong written and interpersonal communication skills, with confidence in handling user conversations, explaining complex billing matters, and negotiating payment outcomes, while managing difficult or sensitive interactions professionally. Excellent written and interpersonal skills, with the confidence to negotiate with users and handle difficult conversations professionally.
- Problem Solving: A creative problem solver who can think out-of-the-box to resolve complex community challenges while balancing business and customer needs.
- Tech Savviness: Familiarity with customer support platforms (e.g., Zendesk) and an aptitude for picking up new tools quickly.
- Strong personal alignment with our GetGo Values:
- Driven by Purpose
- Stay Curious and Humble
- Collaborate with Empathy
- Make it Better
- Get It Going!
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