Role Description The Trust & Safety Specialist is responsible for enforcing Zeel’s protocols and policies to ensure every health and wellness experience is safe, compliant, and seamless. This role manages escalations from patients and providers, documents and mitigates potential risks, assists in policy development, and supports credentialing and quality assurance processes. The ideal candidate is analytical, highly collaborative, and able to make sound decisions under pressure while maintaining the highest standards of integrity and empathy. This position is fully remote; however, you must be located within the United States.

Key Responsibilities

• Detect and remove users who violate Zeel’s Terms of Service
• Document and resolve escalated customer, patient, and provider issues
• Work in a queue-based environment to respond to high-volume Trust & Safety-related communications with speed and accuracy
• Maintain credentialing standards and oversee provider quality assessments
• Review Office Credentialing Applications
• Monitor news headlines for risk and public health-related mandates at the state and federal level
• Iterate Trust & Safety protocols and policies as needed
• Collaborate with Data, Technology and Product teams to improve Trust & Safety software and integrations
• Manage property and injury claims
• Process Discrepancy claims
• Fulfill Medical Records and subpoena requests as applicable
• Create response templates for recurring inquiries
• Assist with special projects, as assigned

Qualifications

• Bachelor’s degree (B.A./B.S.) or equivalent four-year degree
• At least two years of experience in Trust & Safety, law enforcement, legal, claims, or related roles
• Strong research skills and analytical abilities
• Experience in a fast-paced, high-volume environment
• Understanding of HIPAA regulations and handling of PII and PHI
• Excellent judgment, integrity, empathy, and ability to operate with high standards under pressure
• Outstanding documentation skills and attention to detail
• Self-motivated, responsive, and extremely collaborative
• Must be willing to work weekends, evenings, nights, and holidays as needed

Preferred Qualifications

• Law enforcement, risk, or insurance-related fields
• Background in written communications via email, phone, and text in a compliance-driven environment not relying on AI for proper grammar and tone.

Company Description

Zeel is redefining access to care by delivering in-home and on-site services focused on acute and chronic pain, stress, and mental well-being. Its HIPAA-compliant platform connects patients with a national network of licensed massage therapists — providing care directly in the home. A proud member of the VA Community Care Network, Zeel provides Medical Massage Therapy for veterans suffering from acute and chronic pain, PTSD, and other life-limiting conditions. The company also offers corporate wellness programs for organizations ranging from Fortune 500 companies to small local businesses. Zeel Hospitality staffs more than 200 five-star hotels and independent spas nationwide. Zeel blends award-winning technology with clinical excellence to deliver personalized, convenient, and impactful healthcare to our clients and patients. Zeel provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Zeel complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.