Trusty & Safety Analyst

Hey there!

Bird launched micromobility. Now we’re shaping its future.

We’re Bird, and we’re on a mission to transform the way the world moves one ride at a time . Our products, services, and people share one common goal: to make cities more livable by empowering people and communities everywhere to move freely, discover new possibilities, and create a cleaner, more connected future. To cleaner air. To calmer streets. To cities built for people.

Who We Are

Bird is a global leader in micromobility, dedicated to shaping the future of urban movement. Our cleaner, affordable, and on-demand mobility solutions are available in over 200 cities worldwide.

We take a collaborative, community-first approach to micromobility. Bird partners closely with the cities in which it operates, leveraging our experience and safety-first technology to help them meet their shared mobility and climate goals and provide a reliable, affordable, and responsible transportation option for people who live and work there.

Our award-winning electric vehicles have empowered more than eighty-seven million rides in cities around the world and helped riders take carbon-free trips in more than 200 cities globally. And our teams are constantly pushing boundaries and challenging the status quo in pursuit of a brighter future.

Job Summary

The Trust and Safety (T&S) specialist role is a critical front-line position at Bird, designed to maintain safety and handle high-severity issues from inception to completion. Key responsibilities include managing and prioritizing global escalated support tickets, unique safety incidents, and related insurance claims. The overall goal of the position is to improve operational efficiency, provide best-in-class support, and lead continuous improvement projects focused on reducing T&S related issues and mitigating brand impact.

Responsibilities

• Manage and prioritize the handling of global escalated support tickets, safety incidents, and related insurance claims. Draft professional written follow-up communication for unique events. This is the core "front-line" and operational function of the role.
• Investigation and Analysis: Conduct thorough investigations, utilizing all accessible information, to gather facts, analyze root causes, and determine appropriate courses of action for safety concerns.
• Stakeholder Management and Collaboration: Serve as the primary POC for key internal departments (Legal, Finance, Product, etc.) and external stakeholders (police, insurance companies). Facilitate collaborative efforts to ensure an effective response to escalations.
• Process and Continuous Improvement: Develop, implement, and refine SOPs and complex workflows to improve operational efficiency and provide best-in-class support, which includes flagging issues and providing feedback to external customer support agents.

Must Haves

• At least 2 years of prior p