Customer Safety and Security Advisor

• Manage LoadUp’s brand reputation across external review platforms and social media channels in real time
• Respond to and resolve negative reviews using a solutions-focused, professional approach
• Facilitate and oversee end-to-end damage claim management, ensuring timely and fair resolutions
• Track claim progress and resolution timelines in alignment with performance standards
• Hold contractors accountable while prioritizing the best possible customer outcome
• Triage and manage high-impact customer escalations in partnership with internal teams
• Collect, organize, and communicate customer and contractor feedback to leadership and relevant departments
• Monitor review trends and customer feedback to identify risks, recurring issues, and service gaps
• Serve as a cross-functional liaison with Supply Operations, Product, Marketing, and other teams
• Own, maintain, and continuously improve workflows, escalation paths, SOPs, and knowledge base documentation
• Analyze customer conversations and claims data to recommend operational and experience improvements
• Support additional initiatives and responsibilities in a fast-growing, dynamic environment

• 2–3+ years of experience in a support-focused role (customer service, partner success, vendor or contractor management, or similar)
• Proven experience handling customer and/or contractor escalations
• Strong written and verbal communication skills with a de-escalation mindset
• Excellent organization and attention to detail in high-volume environments
• Data-driven approach with the ability to translate insights into action
• Comfortable learning new tools, systems, and workflows quickly

Background in operations, customer experience, or marketing is a plus

• Competitive Pay with Performance Incentives
• Medical, Dental, Vision, and Life Insurance
• FSA or HSA Options
• 401(k) with 5% Company Match
• Paid Time Off
• Employee Stipend Program
• Employee Recognition Program
• Employee Referral Program