Your Impact on our Mission

Zocdoc’s most important asset is our people. As a Trust & Safety Operations Associate, your mission is to promote patient and provider trust in the platform and protect the integrity of the marketplace by leading your team in detecting, reporting, and acting on abusive user behavior. As a member of this newly formalized function, you’ll be tasked with executing on Trust & Safety tasks as well as helping build additional structured Trust & Safety workflows in order to keep pace with Zocdoc’s rapidly growing and evolving marketplace.

Zocdoc’s Trust & Safety Operations function is at the nexus of our Community Standards, partnering with cross-functional teams such as Product, Data, Sales, Service, and Legal to execute on mitigating behavior and content that is out of line with the platform’s standards. As a Trust & Safety Associate, you’ll be responsible for the critical daily operations that determine how well Zocdoc’s marketplace represents its standards.

You’ll enjoy this role if you are…

• A passionate operator, who can bridge the gap between strategy and execution
• Entrepreneurial, and thrive in settings where creativity and grit are required
• Quick to identify opportunities and notify the right people with proper urgency
• Personally motivated by seeing your work make an impact on the world, but are okay with not being in the spotlight
• Comfortable working in varying levels of ambiguity in the course of a single day
• Confident in engaging courageously in difficult conversations
• Proud of the work you do, but don’t take yourself too seriously 

Your day to day is…

• Enforcing Zocdoc’s Community Standards to ensure all participants on our platform feel safe and respected
• Alerting T&S leadership of any unforeseen threats or activities that could put Zocdoc or its users at risk
• Executing on key workflows designed to rapidly address user concerns, through investigations requiring written/oral communication both internal and externally
• Providing feedback to T&S leadership to help improve policies and processes meant to address and eliminate bad actors while minimizing friction for everyday users
• Partnering daily with individuals from other departments to help carry out the T&S and company-wide mission

You’ll be successful in this role if you have…

• 1+ years of work experience in a hands-on operations or service role with customer-facing responsibilities
• Strong communication skills, able to articulate site policy to less technical individuals and able to de-escalate upset clients
• Ability to make quick decisions that have real consequences
• Resourcefulness, nimbleness, and the ability to stay positive under pressure
• Empathetic in all situations, leveraging ability to understand others’ perspectives to resolve situations
• Willingness to roll up your sleeves and be resourceful to solve ambiguous challenges
• A passion for operational excellence and organization
• Resilient, able to bounce back to continue with excellence after a difficult interaction

Benefits: 

• Competitive PTO
• 100% paid employee health benefit options 
• Employer funded 401(k) match
• Corporate wellness programs with Headspace and Peloton
• Parental leave 
• Cell Phone reimbursement
• Great Place to Work Certified