Trust & Safety Senior Specialist

The Trust & Safety Senior Specialist helps protect Zeel’s community by managing escalations, enforcing policies, identifying risks, and supporting identity and credential verification. The ideal candidate is collaborative, self-motivated, highly organized and able to handle sensitive matters with integrity and empathy.

This is a fully remote position available to candidates located in the United States. The position reports directly to the Vice President of Trust & Safety. Must be available to work nights and weekends (holidays on a rotational basis).

Key Responsibilities

• Work with the VP of Trust & Safety on the development, implementation, and continuous improvement of policies, procedures, and operational playbooks.
• Represent Trust & Safety in stakeholder meetings with Product, Operations, Clinical, Legal, Compliance, and Engineering to advance initiatives and communicate program priorities.
• Write and lead engaging training sessions for Trust&Safety - related topics or policy updates.
• Take appropriate action against users who violate Zeel’s Terms of Service.
• Resolve and document escalated patient, customer, and provider cases with empathy, professionalism and a sense of detail. 
• Manage a high-volume case queue while meeting response-time and quality standards.
• Identify emerging risks, recurring patterns, or policy gaps to recommend corrective action.
• Review provider credentialing and provider office applications
• Monitor relevant public-health requirements at the state and federal levels.
• Handle property damage, injury, and payment discrepancy claims.
• Fulfill medical-record and subpoena requests

Required Qualifications

• Bachelor’s degree or equivalent 
• Highly organized with demonstrated ability to execute projects from start to finish
• Strong critical-thinking and analytical skills with confidence to make difficult decisions
• Excellent written and verbal communication with and without artificial intelligence 
• Self-motivated, super responsive and highly collaborative.
• Availability to work evenings, nights, weekends, and/or holidays 

About Zeel

Zeel is redefining access to care through in-home and on-site services focused on acute and chronic pain, stress, and mental well-being. Its HIPAA-compliant platform connects patients with a nationwide network of licensed massage therapists who provide care directly in the home.

As a member of the VA Community Care Network, Zeel provides Medical Massage Therapy to veterans experiencing acute or chronic pain, PTSD, and other life-limiting conditions. Zeel also offers corporate wellness programs and staffs more than 200 five-star hotels and independent spas nationwide. Zeel combines award-winning technology with clinical excellence to deliver personalized, convenient, and impactful care.

Equal Employment Opportunity

Zeel provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected by applicable law. This policy applies to all terms and conditions of employment.