Gopuff’s Customer Experience team is responsible for championing the voice of our customers with intelligence, insights, strategies, tactics and service capabilities that deliver a frictionless and unmatched experience across our customer’s journey; turning each unique interaction into a competitive advantage.

We are at a pivotal point in our development, growing rapidly and seeking a Marketplace Integrity Associate. The Marketplace Integrity Associate is responsible for improving the brand name and reducing risk of Gopuff operations through BBB complaints, claims, and investigation of trust and safety incidents. They are able to investigate and support their decision while referencing legal and internal materials to reach the right decision. This position calls for a self-starter who wants to innovate and be part of a dynamic, fast-growing team.

Marketplace Integrity presents a unique presence to protect the experience of Operations Associates, Customers and Drivers while solving these logistics challenges. This team’s work helps in maintaining and building internal and external relationships while protecting Gopuff’s brand. We work with our stakeholders to solve and mitigate escalations, monitor day-to-day quality, improve response times, and drive tool usage and efficiencies. The team will operate across a distributed footprint in a 24/7 omnichannel service environment.

Responsibilities:

• Reviews, responds and resolves negative and positive online reviews on platforms such as Google, Trustpilot, etc
• Assists in IOS & Google app review outlet monitoring and responses
• Addresses any potentially negative social media reviews or BBB complaints
• Handles sensitive customer service escalations while prioritizing time and documenting the steps taken to resolve the issue
• Able to deescalate multiple situations in a single day while maintaining a good attitude towards customers
• Manually reviews simple and complex cases to detect risk and determine appropriate next steps
• Investigates and evaluates complex cases to understand areas where Gopuff can improve
• Demonstrates strong communication skills and relationship-building with peers and company leaders
• Collaborates with Compliance, Driver Operations and Product teams to problem solve and build solutions that address risk issues upstream
• Follows up with customers, and cross-functional stakeholders in a regular, timely, and professional manner
• Develops new risk operations workflows

Qualifications:

• 1+ years of experience preferably in customer service, mediation / dispute resolution, fraud or risk investigations, crisis management, Trust & Safety, or a similar role
• Data competency, including ability to answer business questions
• Ability to identify trends, and problem solve to identify effective product and operational countermeasures
• Flexible availability, including weekends, early mornings, and evening hours
• Can operate autonomously while collaborating closely with cross functional partners
• Ability to identify and recommend product improvements, partner with product and engineering to get them into the roadmap, and analyze their impact
• Strong written and verbal communication skills
• Positive outlook and optimism in the face of challenges and negative situations
• Bachelor’s degree or equivalent amount of work experience
• Snowflake and SQL experience is beneficial

Skills and Traits:

• Meticulously organized individual, who can juggle both investigation and resolution
• Proficient written and verbal communication skills
• Ability to investigate and support their decisions, while referencing internal policies to reach the right decisions.
• Can navigate the different channels of an investigation while keeping business partners updated
• Ability to identify trends and root-case problem solve
• Analytical skills that has utilize data and logic to make informed decisions
• Emotional intelligence and common sense due to the sensitivity and nature of the information and investigations with the Trust and Safety team
• Experience with project and time management

For the people who have better things to do than go out of their way to stop at the store (again), Gopuff is the largest digital convenience retailer delivering thousands of products ranging from snacks, drinks, and ice cream to alcohol, home essentials, and personal care items directly from centrally located warehouses to our customers’ doors.

We’re currently in 90+ markets and growing fast, so we're looking for the most motivated and passionate talent to be a part of our team, grow with us, and join in our mission of delivering the moments that matter most. Note: must love snacks to work at Gopuff.

The Gopuff Fam is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply. We are an EEOC Employer. 

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.

And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.

Like what you’re hearing? Then join us on Team Blue.

Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.