Team Lead, Trust & Safety

The Favor Trust and Safety team is dedicated to maintaining a trusted, secure and safe platform for our customers, Runners (delivery drivers), restaurants and stores. The Team Lead of Trust and Safety plays a critical role in managing a team of Specialists, driving operational efficiency and fostering a high-performing, collaborative team environment. Success in this position requires balancing the challenge of meeting and exceeding performance goals while utilizing strong interpersonal skills to ensure team members feel supported and valued.

What You'll Do:

• Lead and manage a task-based team of Trust and Safety Specialists in duties necessary to maintain a secure platform
• Manage day-to-day operations, ensuring team consistency, excellence and adherence to internal policies
• Drive improvements to team efficiency, tools and workflows by monitoring performance and suggesting process improvements to maximize metrics such as SPH (solves per hour) and AHT (average handle time)
• Resolve escalated issues promptly and effectively, applying internal policies to determine appropriate resolutions and engaging proper stakeholders as needed
• Foster a positive, collaborative and engaging work environment where team members feel supported and heard
• Train, onboard, shadow and coach team members to ensure readiness and high performance in their roles
• Conduct weekly 1:1s with each member of your team to review key metrics and provide ongoing feedback inclusive of documented conversations, shadowing, guidance, offering praise for work well done and other initiatives to assist each team member in achieving success and driving accountability
• Provide in the moment coaching for Trust & Safety Specialists who are struggling with particular workflows, metrics or escalation procedures while balancing performance expectations with team engagement and support
• Identify performance trends on your team and partner with the Associate Manager of Trust & Safety and Ops Coordinator of Trust & Safety to build trainings, update processes and offer ongoing professional development to address the opportunities and trends
• Plan, coordinate and adjust task assignments during shifts to optimize team effectiveness
• Perform weekly audits of metrics and interactions and analyze data to identify improvement opportunities and maintain high performance standards
• Use scorecards and reporting to track and analyze individual and team trends, identify the root cause of performance issues and support performance trends
• Stay current with team tasks by providing coverage as needed and processing tickets on a weekly basis to identify trends and ensure subject matter expertise to best support the team
• Conduct performance evaluations to ensure team members are set up for success
• Be available for time sensitive escalations that involve a high level of confidentiality
• Other duties and special projects as assigned 

Skills You Have:

• Associate Degree (or comparable formal training, certification or work experience)
• 3+ years of experience in Trust and Safety or a related field
• Ability to think critically and analytically 
• Experience coaching team members on task optimization and process efficiency
• Proven leadership experience with the ability to inspire and motivate a team to achieve high performance
• Excellent written and verbal communication skills with the demonstrated ability to communicate via phone, chat and email (both internally and externally) and engage team members and stakeholders effectively
• Attention to detail and a commitment to maintaining high-quality standards in team operations
• Ability to navigate high-pressure, complex situations and escalations while remaining calm and consistently delivering remarkable customer experiences
• Time management and organizational skills with the ability to manage competing priorities and meet deadlines

Who You Are:

• You have the flexibility to accommodate evening and weekend shifts in a fast-paced environment with evolving priorities
• You strategically apply solutions to improve efficiency, metrics and performance issues
• You have the capacity to maintain a high level of professionalism and confidentiality in all interactions and communications
• You are a natural leader with a passion for team development and operational excellence
• You are results-driven, with a focus on achieving and exceeding performance goals
• You are skilled at fostering a positive and inclusive team culture while maintaining accountability
• You are proactive, solution-oriented and adept at identifying opportunities for improvement
• You are committed to upholding Trust and Safety principles and delivering exceptional support

Life at Favor

Where you'll work: This role can be hybrid or remote, depending on the team member’s location in Texas. If you live in Austin, Texas, we ask that you work from home roughly three days per week and work at our HQ for the remaining work days. If you live in a different city in Texas, you will primarily work from home, with the opportunity to travel to Austin for company-wide events. No matter where you work best, we foster an inclusive and flexible environment to support our workforce.

Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts! 

Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.

Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.

Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.

Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer. We review all resumes and qualifications with an open mind and encourage you to apply if this role interests you!

In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.