Trust and Safety Associate

Location: Tel Aviv, Israel

Company

A Finnish technology company operating a delivery platform that connects customers, restaurant partners, and courier partners across multiple countries.

What you will do

• Handle escalations from courier partners and act as the escalation point for queries and issues.
• Investigate unusual incidents and resolve complex operational cases.
• Ensure courier partners meet required performance and service standards.
• Support courier off-boarding and agreement termination processes.
• Coordinate with the Support and Operations teams to maintain service quality.
• Communicate with third parties, including customers and citizens, regarding courier performance.

Requirements

• Previous experience as a customer service representative.
• Fluent Hebrew and English communication skills.
• Strong communication, relationship-building, and social skills.
• Confidence handling challenging situations and resolving complex issues.
• Self-motivated, proactive, attentive to detail, and able to identify process improvements.
• Availability for at least 4 shifts per week, including at least 2 shifts on Friday and Saturday.

Culture & Benefits

• Fast-paced work within the Trust and Safety and Operations teams.
• Regular interaction with courier partners and cross-functional teams.
• Shift schedule includes evening shifts from Sunday through Thursday and morning or evening shifts on Friday and Saturday.
• Work schedule: Sunday 16:00–23:00; Monday–Thursday 16:00–23:00 or 15:00–22:00; Friday and Saturday 09:00–16:00 or 16:00–23:00.
• Inclusive workplace focused on diversity and equal opportunity.