About Urban Company : Urban Company is a technology platform offering customers a variety of services at home. Customers use our platform to book services such as beauty treatments, haircuts, massage therapy, cleaning, plumbing, carpentry, appliance repair, painting etc., all delivered in the comfort of their home and at a time of their choosing. We promise our customers a high quality, standardized and reliable service experience. To fulfill this promise, we work closely with our hand-picked service partners, enabling them with technology, training, products, tools, financing, insurance, and brand, helping them succeed and deliver on this promise. Urban Company started out as UrbanClap in Nov 2014, when its founders, Abhiraj, Raghav and Varun realized that the home services industry was predominantly unorganized, fragmented and offline. Customers found it difficult to avail quality services in a convenient manner, and service professionals were struggling to make ends meet, having to rely upon several middlemen, contractors, and local aggregators. The founders felt that the industry was ripe for disruption, and launched Urban Company, with three key principles in mind: - Customer love: Build a platform that offers truly delightful and differentiated services - Partner empowerment: Build a deep, full-stack partnership with service partners, helping improve their earnings and overall livelihood - Technology first: Bring innovation and technology to an age-old industry As of May 2022, Urban Company had a presence in 56 cities across India, Australia, Singapore, UAE, The Kingdom of Saudi Arabia and the USA. Since inception, the platform has delivered 36 million bookings to customers, and a highly trained fleet of 40,000+ service professionals. Today, Urban Company offers 50+ different types of home and beauty services through its mobile applications and website. Scale of Operations and Growth Outlook : Urban Company is present in the top 47 cities in India, and 9 cities internationally. The platform serves approximately 1.5 million+ customer bookings every month through a fleet of 40,000 highly trained service professionals, for a variety of home service needs. The business is growing rapidly at &gt;75% YoY, and has demonstrated significant resilience in the last two years despite the COVID-19 pandemic (Urban Company was awarded The Economic Times Startup Award for COVID led business transformation in 2021, read more here). The company has raised significant growth capital last year, which is still untouched and sitting in the bank, and has a very clear path to profitability for its India business over the next few quarters. Its frugal approach and years of secured runaway allows the UC team to build with a multi-year horizon in mind, while focusing on growth with profitability. Our Commitment to Building a Diverse and Inclusive Workplace : Urban Company is committed to providing equal opportunities in employment and creating an inclusive work environment. We endeavor to : - Provide equal and fair opportunities for employment to all qualified applicants. - Maintain a work environment free from harassment based on age, colour, physical ability, marital status, parental status, ethnic origin, religion, sexual orientation, or gender identity. About the Role : What you'll do : 1) Support the resolution of safety-related emergency or crisis situations across India and manage the critical incidents that affect the brand health of Urban Company, and the safety of our partners and customers. 2) Setting processes and policies to enhance the resolution or safety of the platform. Strategically work on designing cross-functional solutions to resolve key business issues. 3) Manage policy enforcement escalations, conduct trust & safety reviews per policy, design new policy enforcement guidelines, and lead and mentor the team to do in-depth operational investigations. 4) Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders. Prepare a report of incidents to facilitate decision-making processes. Lead value engagements focus on Business Strategy, Competitive Intelligence, and CRM data analytics. 5) Maintain excellent interpersonal skills and professionalism while delivering the best-in-class customer and partner support experience when handling critical cases. Handle crisis management calls effectively and conduct high-priority inquiries based on the L3/L4 incident reported to TnS. 6) Manage a team and formulate a practical and high-impact, long-term strategy and operations objective of abuse/fraudulent behavior/ safety risks, fighting for the enforcement of data analysis and driving process improvement and product tool enhancements feedbacks. 7) Coordinate and facilitate case resolution accordingly to support logic for high severity incidents while balancing external customer service, communications, expectations, and demands. 9) Work with large and unstructured data sets to get actionable insights. Exercise business judgment through handling high-priority escalations and communicating with leadership. What we'll need : 1) 2+ years of progressively responsible leadership experience in customer service operations, Trust and Safety operations, and crisis management 2) Ability to be analytical, have a quantitative mind and translate analytical insights into business strategies and actions. 3) Good knowledge of SQL and MS office applications: Excel, PowerPoint. 4) Excellent verbal and written communication skills and problem-solving skills 5) Self-Motivated, Team Player, Flexible & Resilient in changing business environments and under pressure. Adaptive to the multi-stakeholder environment, time management. 6) Ability to communicate and persuade between multiple levels. What we'd love : While the role is strategic, we expect candidates to have an ear to the ground, get their hands dirty, and solve real problems. What can you expect : - A great work environment with massive ownership and growth opportunities. - Work closely with the founding and the leadership team on key projects. - Execute highly scalable applications & implement best. - Latest tools and technology to get things done provided by the company - Health insurance benefits for our employees and their family - Growth opportunities within UC via our robust internal mobility program - Competitive salary with bi-annual performance reviews

Gurgaon/Gurugram

Urban Company - Manager - Trust & Security/Customer Service Operations 

Urban Company - Manager - Trust & Security/Customer Service Operations  ,Job Description for Urban Company - Manager - Trust & Security/Customer Service Operations  in Urban Company in  Gurgaon/Gurugram for (2-5) years of experience. Apply Now!

Job Description for Urban Company - Manager - Trust & Security/Customer Service Operations  in Urban Company in  Gurgaon/Gurugram for (2-5) years of experience. Apply Now!