Community Crisis Investigator

Crisis Case Work

• Assess incoming incidents and recommend whether a case meets the threshold for crisis implementation.
• Draft summaries concise and comprehensive enough that the decision-maker can act on them without sending them back.
• Outline and drive the case management actions needed for stakeholders to respond effectively.
• Research case precedent and consult stakeholders when a case does not fit an established pattern.
• Prepare concise overviews and next steps for urgent, monitoring, or implemented cases.

Communication and Stakeholder Management

• Draft crisis case communication for senior stakeholders.
• Keep stakeholders and GCM (Global Crisis Management) leadership current on case status proactively.
• Hold day-to-day communication with your assigned cross-functional partners.

Systemic Improvement

• Flag where policy, product, or process failed the community member.
• Keep the case management tool accurate for your own cases.

Team Contribution

• Review peers’ assessments as a second pair of eyes before submission.
• Share what you learn from your cases and stakeholder relationships with the team.

Operational Rigor

• Maintain case documentation and trackers to a standard that supports accurate analytics.

Your Expertise

• 6+ years of experience in customer support or front-line work handling escalated, sensitive cases.
• Proven track record of working collaboratively with multi-functional leads in a matrixed organization.
• Strong organizational skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to stay focused with a calm demeanor in stressful situations.
• Ability to work a flexible schedule, including nights and weekends as needed.

How We'll Take Care of You

• Base pay range: $106,000 — $125,000 USD.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.