Specialist, Trust & Safety

Your Impact on our Mission

Zocdoc’s most important asset is our people. As a Trust & Safety Specialist, your mission is to promote patient and provider trust in the platform and protect the integrity of the marketplace by detecting, reporting, and acting on abusive user behavior. As a member of this newly formalized function, you’ll be tasked with moderating content on Zocdoc, as well as classifying reports and taking action on situations involving users that are suspected of being in violation of the Community Standards. You will work in partnership with the U.S. Trust & Safety Associates, as well as support additional 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 Specialist, you’ll be responsible for a portion of the critical daily operations that determine how well Zocdoc’s marketplace represents its standards.

You’ll enjoy this role if you…

• Thrive in settings where resilience and grit are required
• Are enthusiastic about bringing support to both patients and providers
• Have a fervent flame to learn and adapt to new skill-sets and processes
• Are outstanding in communicating effectively (both verbal and written)
• Are personally motivated by seeing your work make an impact on the world, but are okay with not being in the spotlight
• Have a keen eye for detail and can capture discrepancies efficiently
• Are remarkable at time management

Your day to day is…

• Enforcing Zocdoc’s Community Standards to ensure all participants on our platform feel safe and respected
• Moderating user-generated content so that it meets Zocdoc policies and Community Standards 
• Become and remain deeply knowledgeable on Zocdoc’s Community Standards and policies
• Interpret and apply policies and guidelines to content
• Review the content within agreed turnaround times and standards of quality
• Interpreting and classifying situations involving users that are suspected of being in violation of the Community Standards
• Taking actions involving users that are suspected of being in violation of the Community Standards
• Working in partnership with the U.S. Trust & Safety Associates team  
• Alert U.S. T&S of any threats or activities that could put Zocdoc or its users at risk
• Provide feedback to T&S leadership to help improve policies and processes meant to address and eliminate bad actors

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

• Content moderation background is a nice to have
• Excellent verbal and written communication skills in English 
• Attention to detail and sharp focus 
• Resilience and persistence to handle routine daily tasks efficiently and accurately
• Knowledge/basic understanding of CRM (Salesforce), Service tools (ie. email templates) and SQL would be an added advantage 

Benefits:

• An incredible team of smart and supportive people 
• A competitive compensation package, including attractive medical insurance
• Amazing perks – think catered lunch every day, Ping Pong, etc.
• Daycare/creche facility for kids
• L&D offerings 
• Corporate wellness programs with Headspace
• Cellphone and wifi reimbursement
• Competitive parental leave
• Sabbatical leave (over 5 years)
• Annual sponsored health check ups