Trust and Safety Manager

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Our Culture  

With 500+ employees spread around 3 continents and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home monthly snack boxes, corporate philanthropy and matching gifts, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more.  Best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

The JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We 're constantly learning, creating, and adapting
• Lean: We embrace lean testing and the learning we gain
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

About The Role

The Expert Operations team is looking for a Trust and Safety Manager to lead a small but mighty investigations team. This is a unique opportunity for a manager with a trust and safety or investigations background to expand their experience into stakeholder quality development, while growing a nascent function. This manager will have significant influence on the quality of the JustAnswer marketplace. 

Duties and Responsibilities

• Lead the investigations team that is responsible for assessing, identifying, and confirming user risk  
• Investigate and take action on poor quality and fraudulent Experts across the JustAnswer platform 
• Identify actionable trends, leading indicators, and root causes of low quality and fraudulent outcomes  
• Leverage and build both internal and external tools to assess the risk of users 
• Create and manage escalation processes in order to stem poor quality and fraudulent activity early and efficiently 
• Report on emerging fraud patterns and low quality behaviors to cross-functional stakeholders 
• Create performance OKRs across the team and manage the team to meet these targets 
• Work with Experts 1:1 to share best practices to help them deliver better outcomes to customers 
• Propose, advocate for and project manage product and data changes that improve team efficiency and customer outcomes  

Qualifications

     Skills

• 5+ years of experience in marketplace investigations 
• Ability to establish and effectively manage repeatable processes 
• Ability to motivate and monitor remote resources 
• Highly organized and able to meet deadlines in a fast paced and dynamic environment 
• Inquisitive and curious nature with the ability to spot potential issues before problems escalate 
• Excellent verbal and written communication skills, including use of Outlook, Teams, Powerpoint, and Excel 

     Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Manages time and meetings effectively, properly leveraging managers' time

     Communication

• Excellent interpersonal and service-oriented skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood

     Leadership

• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of accountability and acts an owner, develops effective short and long-term plans and goals
• Provides timely, effective and meaningful feedback that motivates others to improve performance
• Builds and/or supports a high performing team; recognizes and rewards achievement