Trust and Safety Representative at Sittercity

| Chicago, IL
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About Sittercity

Sittercity, a Bright Horizons company, is a technology platform working to reimagine the childcare industry. Finding, hiring, and managing high-quality, trustworthy, and enriching child care has never been simple, for parents or caregivers. We want to change that! At Sittercity, you can imagine and create solutions that will revolutionize a multi-billion industry and bring relief to parents and care providers alike, all while having a lot of fun! Headquartered in Chicago, we serve families and caregivers nationwide. Boost your career as we launch into our next phase of growth and help build a platform that changes the way child care works.
 

About the Role

We're seeking a customer-centric and detail-oriented individual to join our company in a role within our Trust & Safety team. Utilizing your organizational, problem-solving, and people skills, you will provide real-time support to our network of families and sitters regarding Trust and Safety related inquiries. Your day-to-day will focus on connecting with customers through phone, email, and chat, and working on Trust and Safety tasks and tickets. These tasks will be related, but not limited, to content moderation, internal screening processes, compliance tasks, et cetera.

Would you enjoy working with Sittercity customers and helping to make their days better? Are you looking to join an energetic team and forward-thinking company? Are you task-oriented, and do you enjoy problem-solving? If so, then the Trust & Safety Representative role might be the right fit for you!

The working hours are Sunday - Thursday, 8:00 am - 4:00 pm CST. An ideal candidate will have a fairly flexible schedule to pick up additional hours if they arise. 


In this role, you can expect to:

  • Review content and action according to internal process
  • Identify and help minimize the risk posed by fraud patterns and trends
  • Coordinate incident intake; accurately record reported incidents, assess report, and proceed with timely reporting workflow
  • Provide input that will help build out and streamline processes
  • Contribute to and drive Trust & Safety best practices
  • Effectively deliver detail-oriented work across Trust & Safety tasks including answering customer inquiries related to Trust and Safety through email, phone, and chat support, assisting with internal screenings.
  • Provide backfill support for Trust and Safety specialists
     

Prerequisites:

  • 1-3 years of experience in customer support or trust & safety role
  • Demonstrated ability to handle confidential and sensitive information with discretion
  • Analytical Aptitude
  • Efficient prioritization
  • Attention to detail and powerful observational skills
  • Strong written communication
  • Reliable at-home high speed internet
  • Have a customer-centric point of view and communicate with a kind and enthusiastic tone across all contact channels
  • Positive, goal-oriented and able to work well independently as well as on a team
     

Preferred Qualifications:

  • Familiarity with risk management systems such as Sift, Kount, and Checkr
  • Familiarity with Zendesk (customer service software)
  • Ability to be a collaborative team player, self-starter, and multitasker who can quickly adjust priorities
  • Eagerness to learn new skills
  • Bi-lingual in English and Spanish

Why you should join us

We offer an innovative and fun environment that rewards passionate and curious individuals. Due to COVID-19, this will start as a remote role with the potential to eventually rejoin our team in our Chicago office. Our office provides a bright and energized space for collaboration as well as many quiet areas for concentration. Additionally, you will receive the following benefits:

  • Support for flexible and remote working environments
  • Company events, social outings and volunteer opportunities
  • Generous paid time off policy, including sick and holiday
  • Industry leading parental leave
  • Tuition assistance, college coach, and enhanced family support
  • Great benefits package, including: health, dental, vision, and 401(k) matching
  • Sittercity membership, back up child/adult/elder care, and child care center discounts

Sittercity is committed to hiring a diverse workforce. We consider all applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, age, national origin, disability, veteran status, or any other basis as prohibited by federal, state or local law. Sittercity participates in E-Verify and background checks all employees.


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Technology we use

  • Engineering
  • Product
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    • airfocus, figma, zeplin, survey monkey and userzoom Design
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    • WordpressCMS
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An Insider's view of Sittercity

What are some social events your company does?

During the work day, break time can equal Mario Kart, coffee runs or ping pong. After work, we have had fun activities including Trivia Night and happy hour. For food lovers, we've had potlucks, a chili cook off, and cookie contest!

Josh

Director of Customer Success

What does your typical day look like?

Analytics is core to what we're building here. By leveraging data from social networks, family demographics, and existing users, we're creating a smarter matching experience for families and sitters. My team is making these data sources accessible to every team member, so we can make smarter business decisions and improve the user experience.

Micheal

Director of Analytics

How does the company support your career growth?

Sittercity has allowed me to take on different projects and claim ownership in order to grow. They've supported my career decisions, like moving from operations to customer success. Every project I do matters and contributes to our overall success. Not only has Sittercity helped my career growth, they've helped me grow outside of work as well.

Justine

Trust and Safety Specialist

How do you make yourself accessible to the rest of the team?

The problem we're working to solve requires a "go slow, to go fast" approach. Our team, myself included, works hand in hand to make sure we're building smartly and collaboratively. I believe in daily stand-ups, regular 1:1s and maintaining an open door policy with the entire team.

Shane

Head of Technology

What are some social events your company does?

We’re a pretty social group who appreciates a healthy balance of virtual and in-person events! From drag bingo, trivia, happy hours, and to hosting our first Pride Picnic in June 2021. My personal favorite, though, is Sittercity Karaoke Night. The Sittercity Team loves the social time we spend together giving back to communities.

Vaughn-Shane

Executive Assistant

What are Sittercity Perks + Benefits

Culture
Volunteer in local community
We volunteer with several local organizations that align with our work; a few are Cradles to Crayons, Chicago Youth Centers, and Connections for Abused Women and their Children (CAWC)
Friends outside of work
Eat lunch together
Intracompany committees
Sittercity has a passionate Diversity, Equity, and Inclusion Committee as well as a traditional Culture Committee to help manage both virtual and in-person events.
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
From day one, we promote coming to work however you feel comfortable and that best represents who you are. For some folks, that's business casual, and for others, it's jeans and a t-shirt.
Commuter Benefits
Company Outings
We are passionate about supporting both virtual and in-person events (when possible). This ranges from company picnics, happy hours, and karaoke nights to virtual Drag Bingo, trivia, and game nights!
Stocked Kitchen
Some Meals Provided
We provide a credit to order food for synchronous Team Lunches every Wednesday.
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
We have monthly Lunch & Learns that are open to everyone on the team. They range from bringing in an expert in the field to showcasing some of our team's awesome talent and expertise.
Promote from within
Time allotted for learning

Additional Perks + Benefits

What highlights our perks and culture at Sittercity is that we have a genuine interest in our team on a holistic level. Whether through their development at Sittercity or interests outside of work, we make sure to support them through it all. Taking time for a few classes? Awesome, we'll make sure to support the need for some extra time. Do you have to take the kids to their dance recital or karate lessons? That is so cool (but, really, let us know if we can come and cheer on your kiddos). In need of a mental health day? Absolutely take the time that you need! This is a judgment-free zone. Your Sittercity Fam will be ready to support and cheer you on so you can come to work as the best version of yourself, bringing your strongest work and passion to the team.

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