Safety Investigator

About the role

Care.com is looking for a Safety Investigator to join the Trust & Safety Incident Response Team. This team is responsible for protecting the Care.com community by responding to safety incidents, conducting thorough investigations, and making timely, evidence-based decisions that prioritize member safety while ensuring fair and consistent application of company policies.

Responsibilities

• Conduct thorough investigations into safety incidents, member reports, account bans and appeals, fraud, and other Trust & Safety escalations, ensuring consistent application of company policies and procedures.
• Serve as a first responder for Safety Hotline calls, assessing risk, gathering critical information, supporting members with empathy and professionalism, and determining appropriate investigative or escalation paths.
• Analyze information from multiple sources to conduct comprehensive investigations, identify patterns and emerging risks, and make fair, evidence-based decisions.
• Maintain accurate, objective case documentation and investigative summaries while meeting established SLAs, quality, and productivity expectations.
• Exercise sound judgment, discretion, and emotional intelligence when handling sensitive, high-risk, or ambiguous situations, and collaborate with Legal, Product, Customer Experience, Risk, and Operations on complex cases.
• Identify trends, operational gaps, and process improvement opportunities to strengthen investigations, mitigate risk, and enhance member safety.

Qualifications

• Strong investigative, analytical, and critical-thinking skills with the ability to assess risk, analyze evidence, identify patterns, and make sound, policy-based decisions.
• Excellent verbal and written communication skills, with the ability to communicate clearly and compassionately in sensitive or high-stress situations.
• Strong organization and attention to detail, with the ability to independently manage multiple investigations while meeting quality, productivity, and SLA expectations.
• Adaptable and comfortable working in a fast-paced environment with changing priorities, sensitive content, evolving policies, and new systems.
• Strong collaboration skills with the ability to build trusted relationships and partner cross-functionally to resolve complex safety concerns.

Preferred Qualifications

• Bachelor's degree in Criminal Justice, Sociology, Psychology, Social Work, Business, Communications, or a related field, or equivalent relevant experience.
• One or more years of experience conducting investigations or managing high-priority cases involving safety incidents, fraud, abuse, financial crimes, claims, law enforcement, social services, or Trust & Safety.
• Experience handling crisis situations, de-escalating difficult conversations, or supporting individuals during emotionally sensitive situations is preferred.
• Experience working in Trust & Safety, Risk Operations, Customer Experience, Law Enforcement, Claims, or Investigations preferred.
• Experience using Salesforce or similar case management platforms preferred.

About the company

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care.

Office Address: 2801 N. Central Expressway, 11th Floor, Dallas, TX 75204

Pay

The base salary range for this position is $23.08 - $24.16 per hour. Actual salaries may vary and may be above or below the range based on factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives.

Benefits

• Health insurance coverage
• Life and disability insurance
• Generous 401K employer matching program
• Paid holidays
• Paid time off (PTO)