Trust & Safety Specialist Safety at GoFundMe

Do you believe that people should compassionately support one another to create a better world? Well, we do!

Serving as the world’s most trusted fundraising platform, GoFundMe is committed to creating a better world by making it safe and easy for people to support causes they’re passionate about. When someone sees a need—whether it’s in their neighbourhood or across the globe—they can turn their compassion into action through GoFundMe. Our customers have raised over €8 billion for their personal causes, making GoFundMe a top 200 website in the US based on traffic, with a monthly audience of over 100 million people.  Irish donors have been the most generous in the world for the last three years running. To become the trusted brand in social fundraising, we created an easy-to-use product, built a Customer Care team that delivers rapid support to our customers, and established the first and only donor and beneficiary protection guarantee in the industry: the GoFundMe Guarantee.

An industry leader, GoFundMe’s Trust & Safety department leverages a variety of technical tools to assist our talented and motivated team in protecting our customers from fraud. By protecting the opportunity to give safely online, we drive growth, strengthen our brand, and above all, do the right thing by our customers. 

As a member of the Safety team, you work closely with the other functions of Customer Operations and Communications teams to protect customers and the brand. Within Trust & Safety, one part of the team focuses on account investigations and proactive misuse, while this role is more designed for handling content moderation review and policy escalations, helping ensure funds are safely delivered, and more. This is an incredibly fast-paced job where you are required to consider all options, operate at an impeccable level of consistency, and collaborate to find the right solution in your quest to keep GoFundMe safe.

We have built an extraordinary group of driven and intelligent professionals who focus on developing their skills and moving the department forward in the exciting space of social fundraising. We are looking to add talented people who will protect and strengthen our global trusted community and master new techniques and technologies to ensure GoFundMe remains the most trusted place to give online.

The Job…

• Provide high-quality email and occasional phone support to customers and other stakeholders to ensure fundraiser authenticity and safe delivery of funds for beneficiaries. Specialists spend 3-4 hours in email support each day.
• Proactively vet fundraisers and interpret fundraiser content in accordance with the GoFundMe Terms of Service, in addition to staying up-to-date on the latest trends and assisting with evaluating policy. Specialists spend 2-3 hours in various review tools each day. 
• Professional development. Specialists have 1-2 hours of project time each day to work on initiatives that push the team and their careers forward.
• Work with Compliance, Payment Risk, Legal, payment processor risk teams, and others to ensure fundraisers on GoFundMe are legitimate and donations are delivered to the correct parties.
• Field questions and vet fundraisers for the go-to-market and Communications team, collaboratively work with all of Trust & Safety, Communications, Marketing, and Customer Operations teams on a regular basis and in emergencies, and become an expert in quickly resolving complicated issues through email, phone, and messaging software.
• Identify trends, handle escalations, and ensure safe delivery of funds for beneficiaries.
• Develop a deep understanding of trust-related issues and willingness to experiment with bold, novel solutions.
• Consistently improve and enhance our internal processes and systems.
• Interpret data, analyze results, and create risk models, and bring that perspective to the team. 
• Provide invaluable security feedback to our Product Team to build Trust & Safety into the GoFundMe platform.

You…

• Exemplify T&S core values (Protect Altruism, Agreement in Action, Find a Solution Together)
• Are a consistent high-performer
• Are an effective problem solver: spots issues or efficiency gains and brings solutions forward
• Exude strong leadership skills
• Will support and implement efforts to connect with San Diego team
• Display natural ability to “think big” and take initiative
• Understand and help guide the vision of the company and team 
• See every interaction as a chance to build rapport and strengthen the public perception of GoFundMe
• Are comfortable engaging with government officials and industry leaders

Why you’ll love it here...

• Market competitive pay
• Healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions. 
• Pension retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
• A variety of  mental and wellness programs to support employees   
• Generous paid parental leave and family planning stipend
• Supportive time off policies including holiday, sick/mental health days, volunteer days, company holidays, and a float holiday
• Learning & development and recognition programs
• Gives Back Program where employees can nominate a fundraiser every week for a donation from the company
• Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our strategy to ensure DEI is embedded in all processes and programs at GoFundMe. Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organisation.
• Employee resource groups
• Your work has a real purpose and will help change lives on a global scale.
• You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together. 
• We live by our core values: consider everything, do the right thing, spread empathy, delight the customer, and give back.
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

Learn more about GoFundMe...

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