Trust & Safety Supervisor

About Veho

Veho’s mission is to power the future of commerce by making shopping, shipping and returns seamless for everyone.

We are building a modern, end-to-end logistics infrastructure designed entirely for the ever-evolving needs of ecommerce brands and everyday consumers.

Powered by next-generation technology and a vertically integrated supply chain, Veho gives brands and their customers unprecedented control over their deliveries and removes the pain from the ecommerce post-purchase experience. We make delivery the ‘extension of the brand’ and leverage it to create deeper loyalty and trust between brands and their customers, driving customer retention and lifetime value. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.

To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.

About The Role:

As a Trust & Safety Supervisor within the Live Ops organization, you will play a critical role in executing safety and compliance policies across Veho’s ecosystem. You will lead a team of Trust & Safety Coordinators, serving as a crucial point of escalation for complex or sensitive incidents involving driver partners, customers, and internal stakeholders. You will be relied on to set up and optimize processes, maintain team operational discipline, and coach teammates to ensure they operate at their full potential. You will also help foster a culture of unwavering integrity, acting as a liaison between Live Operations, Ground Operations, Legal, and People Operations.

Compensation:

30K COP per hour, we anticipate 40 hours of work per week. This is a hybrid role, 3 days in our Emprendu85 office is required.

The pay range is subject to the discretion of the Company.

What You’ll Do:

• Escalation & Incident Management: Serve as the primary escalation point for complex, sensitive, or high-stakes driver, customer, and legal incidents, ensuring swift and accurate resolution.

• Team Leadership & Performance: Supervise day-to-day work, conduct 1:1s, run performance reviews, and coach Trust & Safety Coordinators to meet attendance, efficiency, and SLA targets.

• Process Improvement: Partner with cross-functional leadership (Live Ops, Ground Ops, Legal) to identify friction points, conduct root-cause analyses, and implement updated workflows to reduce risk.

• Compliance & Policy Adherence: Ensure strict team-wide adherence to safety protocols, regulatory requirements, and company guidelines with zero room for error.

• Feedback & Training: Onboard, train, and support team members while maintaining a continuous feedback loop with daytime and cross-functional teams.

• Operational Support: Assist with responsibilities outside normal day-to-day tasks as needed to support cross-functional goals and overall business needs.

What You Bring:

• Startup & Logistics Passion: Passion about a top-tier tech startup aiming to build the next powerhouse of logistics technology, with familiarity in gig-economy, last-mile delivery, or two-sided marketplace platforms.

• Tech Navigability: Ability to quickly navigate technology and multitask across multiple systems and platforms (e.g., Zendesk, Salesforce, Slack, Twilio, G Suite).

• Supervisory Experience: 2–4+ years of experience in Trust & Safety, Customer Support, Risk Management, or Operations, with at least 1+ years of direct people management or supervisory experience.

• High-Volume Agility: Ability to thrive in a fast-paced environment with high incoming email/chat/ticket volumes and tight SLA targets.

• De-escalation & Detail Orientation: Exceptional de-escalation skills under pressure, high attention to detail, unwavering integrity, and the ability to prioritize critical workflows under operational pressure.

Veho is a growth company that looks for team members to grow with it. No matter the location, or the role, every Veho teammate shares one galvanizing mission: driving commerce forward with a customer-centric delivery and returns experience that’s built for the modern era. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in our high-performers.

Join us in building the future of ecommerce logistics and in doing the work of our lifetime!

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