[Hiring] Trust & Safety Analyst @Wonolo

Role Description

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.

Qualifications

• 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.

Requirements

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

Benefits

• 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!