Safety Operations Specialist

About BlaBlaCarBlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus. By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year!)We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris. We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel. And we are always on the lookout for people who care about making a positive impact.
Your Mission:The Safety Team at BlaBlaCar is an international team of 5 people that aims at providing care to our community. We ensure our members a safe and trustworthy experience. 
As part of the "Trust and Safety" Team including 13 people in various countries, in the  Safety team you will work on communication with Law Enforcement, improving escalation policy and investigations of safety incidents, monitoring and controlling fraudulent activity and dangerous behavior detected on our platform, on all the markets with a focus on Brazil. Protecting our members from suspicious profiles to enhance trust within the community and our brand as well as improving safety will be your daily mission!

Your Responsibilities:

• Moderating items in Behavior Control interface (detection system for activity of previously identified bad actors)
• Responding to cases escalated through Slack and Behavior Forms from Customer Support Operations team
• Responding to requests for the release of data from the Authorities 
• Be a mediator between Operations Specialists and Trust & Safety team for Incident escalation to ensure all stakeholders are informed with all relevant information and the case is handled appropriately
• Independently handling cases in a collaboration with Country Operations and Operations Managers
• Assisting in Incident tracking
• Assisting in the analysis of monthly reports 
• Developing and conducting training sessions (with the help of the manager) to ensure Trust & Safety best practices are respected
• Assisting the Fraud (Trust) team with managing chargebacks and detection systems alerts
• Helping in improving processes and informing the teams
• Reporting to the Safety Manager

Your Qualifications:

• You are motivated and able to work independently
• You are able to work in stressful situations efficiently
• You have a strong communication skills (oral and written)
• You have an impact-oriented mindset
• You preferably have previous experience using spreadsheet software (Excel)
• You are fluent in English and Portuguese and/or German, French or Italian
• Nice to have: Experience in customer service and using any CRM software
• Nice to have: Experience in delivering trainings or workshop 

If you don’t meet 100% of the qualifications outlined above, tell us why you’d still be a great fit for this role in your application!

What we have to offer:

• 🌎 An international environment with over 45+ nationalities
• ⚖️ A hybrid, flexible workplace with family-friendly policies
• 💡 Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech & Product Demos
• 🤝 Team-building events like our weekly afterworks, breakfasts, our annual Coding Night or Impact Day
• 🌱 A product and a workplace with a strong commitment to sustainability
• 🧭 Shared BlaBlaPrinciples that are the foundation of our culture and everyday decisions

To know more, check out our 100 reasons to join BlaBlaCar!

We are dedicated to what we offer to guarantee flexibility, growth and well-being at work!

• Full remote possible in the country of the role
• 1 additional month parental leave 100% paid
• Financial support for home office equipment
• Relocation package and visa support
• Free unlimited carpooling & bus rides
• Employee Stock Ownership plan
• Trainings and career development programs
• Local meal & transportation plan policies (CAJU card)
• Mental health support through Moka.care

Interested in joining the ride? Here’s what your hiring journey will look like:

• a 45-min video-call with our Talent Acquisition Manager to get to know you, understand your career expectations and answer your questions
• a 60-min video-call with Svitlana Bogdanova, Safety Manager, and Nicolas Duarte, Incident Manager to discuss about your profile
• a 100% remote case study to evaluate your technical skills
• a final 60-min video-call with Svitlana Bogdanova and Nicolas Duarte, Incident Manager, to present your case study followed by questions

*To apply, please upload your CV in English.*Usually, our hiring process lasts on average 30-45 days

BlaBlaCar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.