Trusty & Safety Analyst

About the role

Bird is a global leader in micromobility, dedicated to shaping the future of urban movement. Our cleaner, affordable, and on-demand mobility solutions are available in over 200 cities worldwide. We take a collaborative, community-first approach to micromobility. Bird partners closely with the cities in which it operates, leveraging our experience and safety-first technology to help them meet their shared mobility and climate goals and provide a reliable, affordable, and responsible transportation option for people who live and work there. Our award-winning electric vehicles have empowered more than eighty-seven million rides in cities around the world and helped riders take carbon-free trips in more than 200 cities globally. And our teams are constantly pushing boundaries and challenging the status quo in pursuit of a brighter future. Job Summary The Trust and Safety (T&S) specialist role is a critical front-line position at Bird, designed to maintain safety and handle high-severity issues from inception to completion. Key responsibilities include managing and prioritizing global escalated support tickets, unique safety incidents, and related insurance claims. The overall goal of the position is to improve operational efficiency, provide best-in-class support, and lead continuous improvement projects focused on reducing T&S related issues and mitigating brand impact.

Responsibilities

• Manage and prioritize the handling of global escalated support tickets, safety incidents, and related insurance claims. Draft professional written follow-up communication for unique events. This is the core "front-line" and operational function of the role.
• Investigation and Analysis: Conduct thorough investigations, utilizing all accessible information, to gather facts, analyze root causes, and determine appropriate courses of action for safety concerns.
• Stakeholder Management and Collaboration: Serve as the primary POC for key internal departments (Legal, Finance, Product, etc.) and external stakeholders (police, insurance companies). Facilitate collaborative efforts to ensure an effective response to escalations.
• Process and Continuous Improvement: Develop, implement, and refine SOPs and complex workflows to improve operational efficiency and provide best-in-class support, which includes flagging issues and providing feedback to external customer support agents.

Requirements

• At least 2 years of prior professional experience conducting investigations and handling urgent, high-priority issues, such as accidents, safety concerns, critical incidents, and insurance claims.
• Exceptional problem-solving skills, ability to exercise decisive judgment, and apply creative solutions to complex issues.
• Strong written and verbal communication skills, including stakeholder management, and the ability to build effective internal and external relationships.
• High adaptability, comfort in a fast-paced environment, and a customer-oriented mindset.
• Strong analytical and investigative skills, including the ability to find information, recognize trends, and persistently get to the bottom of a situation.
• Excellent organizational skills, ability to work independently, multitask, triage escalations appropriately, and own projects from start to finish.
• Proficiency with Google Suite.
• Highly Desired
• Fluency in a European language.
• Why Bird Matters
• Every time you hop on a Bird, you're helping build a more livable city. We focus on four core pillars that reflect the impact of every ride:
• Freedom: We're the bridge that connects you to every experience-simple, convenient, and stress-free. We give you the freedom to move without limits.
• Exploration: We turn everyday trips into memorable experiences, sparking discovery and wonder as you connect with the world around you.
• Community: Taking a Bird is an act of citizenship. We create a sense of belonging and unity, knowing that the richer our communities become, the richer our lives become.
• Sustainability: Our electric vehicles reduce gas-powered car usage and lower carbon emissions. We enable responsible choices, creating tangible impact and driving progress toward a cleaner future.
• Culture at Bird
• We're an ambitious, smart, and open-minded team that is passionate about our mission. Each day is unlike the last, as we're constantly moving forward, challenging each other, and working together to create the future of micro-mobility.
• Perks Up!
• We want you to succeed and thrive here, so we offer a few sweet perks:
• Plenty of time off t

Additional Information

Hey there! Bird launched micromobility. Now we're shaping its future. We're Bird, and we're on a mission to transform the way the world moves one ride at a time . Our products, services, and people share one common goal: to make cities more livable by empowering people and communities everywhere to move freely, discover new possibilities, and create a cleaner, more connected future. To cleaner air. To calmer streets. To cities built for people.

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