Trust & Safety Analyst

Wonolo (Work Now Locally) is disrupting the $140BN temporary staffing industry. Founded in 2014, Wonolo's mission is to help people find consistent work. Through our two-sided tech marketplace, we connect hundreds of businesses in need of front-line workers with 2 million underemployed workers in local markets across the United States, within minutes. Wonolo has raised over $200M in funding which will continue to help us empower the in-demand workforce by democratizing access to flexible work, opportunities to learn new skills, a living wage, and comprehensive portable benefits and perks.
We are looking for a Trust & Safety Analyst to work with Wonolo’s Legal Operations team. You will be employed by a third-party legal entity authorized to do business in the location in which you reside and you will provide contractual services to Wonolo’s Legal Operations team. The Trust & Safety Analyst protects Workers, Customers, and the Wonolo platform by investigating and resolving worker incidents. You will be the escalation point for the Customer Success, Support, and Operations teams, owning cases that range from fraud and policy violations to harassment, safety concerns, and other T&S matters. You will make fair, well-documented decisions, often under time pressure, and keep our community safe and compliant. This is a great opportunity to work on large-scale products and lead key architectural initiatives. You will be a big driver in delivering a world-class customer experience.
Our ideal candidate will be a good person who is also committed to doing good work. Are you excited about working with a close-knit team at a mission-driven, US-based technology company? If this is who you are or you can and desperately want to be, please read on!
We welcome qualified candidates located anywhere in the Philippines #LI-Remote.

What you'll do:

- Investigate and resolve escalated cases, including safety incidents, fraud and theft, harassment and discrimination, misconduct, and account matters
- Follow documented process when responding to tickets, and escalate severe cases to designated contact for review and handling
- Gather facts and review job records, messages, and tracking data to reach well-supported decisions
- Take account actions (warnings, suspensions, bans, reinstatements) and handle appeals consistently
- Keep clear case records that hold up to legal, HR, or customer review
- Partner with Support, Operations, Legal, and Account Management, including on customer HR, Compliance, and Safety requests and law enforcement inquiries
- Spot patterns and recommend policy, training, or process improvements

Who you are:

- You care about the worker experience, stay calm in sensitive situations, and enjoy problem-solving and bringing cases to resolution.
- 1+ years in Trust & Safety, investigations, employee relations, risk, or compliance;
- Experience handling sensitive matters such as harassment, discrimination, fraud, or workplace safety concerns
- Sound, defensible judgment in ambiguous situations
- Excellent written communication, including clear case notes and professional correspondence
- Strong investigative and analytical skills, with close attention to detail
- Ability to manage multiple cases at once and prioritize by severity and urgency
- Calm, empathetic, and fair with people in distress or conflict
- Discreet with confidential, legal, and personnel information
- Resilient when reviewing difficult content, and proactive about preventing repeat incidents

If you have read up to this point, we hope you are excited about this opportunity to work at Wonolo! Even if your experience does not check every bullet point, we still highly encourage you to apply. The best hires do not always check off every box of a job description.

Nice to haves:

- Marketplace, staffing, or gig-economy experience is a plus
- Familiarity with EEO, OSHA, and W-2 vs. 1099 concepts is a strong plus

Benefits and perks:

- The opportunity for growth in a mission-driven and well-funded start-up
- Health insurance for the principal member including dental and vision
- Company laptop
- Paid time off, Holiday pay, and Unpaid time off
- Access to no-cost on-demand mental health support, including counselling, mindfulness and meditation, and well-being courses
- Ability to work from anywhere in the Philippines (no more commutes!)
- Team outings, happy hours, company off-sites, and more!

Important Notice Regarding Fraudulent Recruiting

Disclaimer: We only communicate with candidates through official @wonolo.com email addresses.
Employment scammers may impersonate legitimate recruiters, employers, or recruitment firms, using email, text messages, messaging apps (including, LinkedIn, WhatsApp, etc.), or fake social media accounts to contact you. They may advertise roles that do not exist, claim to represent Wonolo, or use our name and branding without authorization.
Wonolo is aware that individuals posing as recruiters have communicated with job seekers about positions with Wonolo that do not exist. We have received reports that the content and method of communication has varied, but messages may contain requests for payment (e.g., fees for equipment or training) and/or for sensitive personal information.
Wonolo will never ask a candidate for employment for payment or financial information. All open positions are posted in country specific employment portals available at https://info.wonolo.com/careers/. All legitimate job postings on third-party employment sites will direct candidates to complete an application directly through the Wonolo careers page.
Candidates with additional questions or concerns regarding any recruiting communications or Wonolo’s recruiting process in general should email [email protected].

About Wonolo:

Wonolo is a two-sided job marketplace that serves over 2 million front-line workers, providing them access to flexible and consistent job opportunities across the United States within minutes, at companies such as Peloton, Coca-Cola, Neiman Marcus, Papa John's, and thousands more.
We are a remote-first company with 200+ full-time employees, and quickly scaling our team within the United States, Canada, and Latin America. We are well-funded and backed by leading investors including Sequoia Capital, Bain Capital, and Leeds Illuminate, among others.
Learn more about us: Wonolo raises $140M to continue supporting over 1 million laborers and front-line workers (https://techcrunch.com/2021/10/19/wonolo-raises-140m-for-its-staffing-platform-used-by-1m-laborers-and-front-line-workers/) Wonolo is one of Glassdoor's best tech companies to work for in 2021 (https://www.prnewswire.com/news-releases/wonolo-named-a-best-place-to-work-by-employees-on-glassdoor-301207133.html#:~:text=13%2C%202021%20%2FPRNewswire%2F%20%2D%2D,Places%20to%20Work%20in%202021.) Why G2 Venture Partners Invested in Wonolo (https://medium.com/@monicavarman/why-we-invested-in-wonolo-45b27f4e7d3d) Yong Kim (CEO) on why he's passionate about empowering the in-demand workforce (https://www.sequoiacap.com/article/yong-kim-wonolo-spotlight/)
Commitment to Diversity, Inclusion, Equity, and Belonging Wonolo welcomes you as you and celebrates our collective diversity. We work to serve the underserved, and we are built on the strength of our entire community. We know that diverse backgrounds, perspectives, and experiences make for the best teams, and help to drive high performance. We strive to ensure that our team represents different cultures, perspectives, and backgrounds, as these empower our team to come together to make the best decisions and the biggest impact.
Wonolo is an equal-opportunity employer. We work to ensure all people feel supported, empowered, and connected at work. A big part of this effort is through our support for members and allies of Employee Resource Groups. Individuals seeking to work at or with Wonolo are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.
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Information you provide Wonolo as part of the recruitment process is accessible only to those Wonolo employees and other third-party service providers involved with Wonolo's recruitment, interview, and onboarding process. Wonolo does not disclose your personal information to any third party in a manner that would be considered a sale under applicable laws. By providing your personal information as an applicant for this position or any other position at Wonolo, you agree that your personal data may be transferred and/or disclosed to Wonolo's third-party providers. This may include transfers to servers and databases outside the country where you provided Wonolo with your personal data.
Wonolo does not accept agency or consulting resumes. Please do not forward resumes to our job postings, email alias, Wonolo employees or any other organization location. Wonolo is not responsible for any fees related to unsolicited resumes.