Senior Associate - Trust And Security Job in Urban Company

Job Responsibilities

• To support the resolution of safety-related emergency or crisis situations across India and manage the most critical and severe incidents that affect the brand health of UrbanCompany.
• Conduct thorough investigations based on the outcomes of conversations with customers and service providers. Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders. Prepare a report of incidents to facilitate decision-making processes.
• Maintain excellent interpersonal skills and professionalism while delivering the best in class customer support experience. Master policy, and management information systems.
• Handle effectively the crisis management calls and conduct high priority investigations requiring subject matter expertise. Data analysis and drive defect reduction, process improvement, product tool enhancements feedbacks.
• Coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations, and demands.
• Work with large and unstructured data sets to get actionable insights.

Job Requirements

• Experience with JavaScript, SQL, experience in data analysis, and report generation.
• 3+ years of progressively responsible leadership experience in customer service operations or Trust and Safety operations, crisis management.
• Demonstrated analytical skills and excellent verbal and written communication skills.
• Excellent problem-solving skills
• Self-Motivated, Team Player, Flexible & Resilient in changing business environment and pressure.
• Solid technical skills- MS office application: Excel, PowerPoint.

What can you expect?

• A phenomenal work environment, with massive ownership and growth opportunities.
• A high performance, high-velocity environment at the cutting edge of growth.
• Strong ownership expectation and freedom to fail.