Trust & Safety, Junior Associate

Who Is Bird

Bird is a global team guided by a shared vision: to make cities more livable through safe, sustainable electric mobility. From our first e-scooter ride in 2017 to the thousands of rides taking place every day, our passionate team and award winning custom vehicles have helped riders complete hundreds of millions of carbon-free trips in more than 250 cities around the world. And we're just getting started.

Responsibilities

• Conduct investigation into all accessible information (via Bird’s internal systems and outside research) to gather relevant facts to help resolve safety issues and determine appropriate courses of action in conjunction with stakeholders.
• Triage global escalated support tickets and prioritize responses while escalating where needed.
• Analyze safety incidents to determine appropriate action items (written acknowledgment, behavior action, place outbound phone calls as needed, account termination, appeasement, submission as insurance claim).
• Maintaining excellent interpersonal skills and professionalism while delivering outstanding customer service.
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns.
• Learn and master multiple knowledge base and contact management systems
• Draft standard written and verbal follow-up for unique events and safety-related issues 
• Follow standard operating procedures and monitor performance and provide suggestions for improvement.
• Compile incident data for insurance claim submission.
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Requirements

• Bachelor’s Degree or 1-2 years of work experience conducting investigations or handling urgent and high-priority issues, such as accidents, safety concerns, critical incidents, insurance claims.
• Ability to adjust and adapt in a dynamic work environment
• Strong written and verbal communication skills including ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences
• Ability to work independently with potential for odd hours and/or weekends
• Familiarity with Zendesk, Word, or Google Docs

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 people to succeed at Bird, so we give our teams plenty of time off to relax and recharge. We also offer a generous employer-paid healthcare coverage, on-demand doctor visits, childcare support, a pre-tax commuter account for mass transit or parking, a wellness stipend, and more.

Bird is the world

Bird stands for a culture of inclusion. We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more Bird is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.

Sound like a place you’d like to work? Sweet. Let’s chat.