Crisis Investigator

7 days ago

Toronto, Ontario, Canada Swoon Full time $42,000 - $65,000 per year

Safety Appeals Associate [Call Centre environment]

  • Contract:
    12 months (High potential for permanent conversion)
  • Location:
    Remote from Ontario, Quebec (Must work EST hours)
  • Work Hours:
    9 AM – 6 PM ET, either Tuesday–Saturday or Sunday–Thursday
  • Pay:
    T4:
    $
    25.71/hour OR INC: $30.63/hour

Are you passionate about helping people and making online communities safer?

We're hiring a
Safety Appeals Associate
to join a global technology company that connects millions of users around the world.

In this role, you'll be part of a frontline call centre team that investigates and manages
complex, sensitive safety cases.

What You'll Do

  • Handle
    end-to-end investigations
    of safety-related cases such as
    Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.
  • Maintain accuracy and discretion while working in a
    fast-paced, KPI-driven Call Centre environment
    .
  • Assess risk, determine severity, and take appropriate action to protect users and the community.
  • Communicate with users through phone, chat, and email with empathy and professionalism.
  • Collaborate with internal safety, legal, and operations teams to resolve high-impact cases.

What We're Looking For

  • 3+ years
    of experience in customer service, investigations, emergency response, or trust & safety operations.
  • Background in
    insurance, crisis lines, or mental health support
    is a strong asset.
  • Excellent
    communication, judgment, and problem-solving
    skills.
  • Able to handle
    sensitive and potentially distressing content
    with resilience and care.
  • Strong multitasking and prioritization abilities; comfortable working under pressure.
  • Fluent in
    English
    (French or German is a plus).

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