Full-Time Trust & Safety Specialist I

Papa is seeking a Trust & Safety Specialist I to join our growing team.

A Trust & Safety Specialist fulfills a critical function of our Trust & Safety team in intaking, documenting, and resolving complaints or feedback from health plan members, Pals, and customers.

Your primary focus will be on:

• In taking cases
• Ensuring cases are analyzed and categorized
• Resolving general support requests
• Assisting with more complex cases as needed

This role may involve exposure to potentially sensitive situations including reports of aggression, harassment, assault, mental health concerns, and security issues.

Responsibilities include:

• Meeting key performance indicators for case resolution
• Documenting support requests
• Resolving general support cases
• Identifying and flagging safety concerns
• Summarizing case details professionally
• Supporting in-bound calls and triage as needed

Additional Requirements include:

• Commitment to integrity and ethical decision-making
• Ability to resolve incidents with empathy
• Strong customer care skills (active listening, de-escalation, professionalism, courtesy)
• Ability to multitask and conduct research
• Strong written and verbal communication skills
• Exceptional organizational skills
• Commitment to a diverse and inclusive environment

Required Qualifications include:

• College degree preferred
• Experience with Microsoft tools and Google Sheets
• Experience with grievances and appeals in healthcare (preferred)
• Knowledge of Zendesk and Looker (a plus)
• Strong written and verbal communication skills
• Ability to work productively without supervision
• Adherence to Papa's work-from-home policy

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