Community Crisis Investigator

Remote · USD 106,000-125,000 · 6+ years experience · Remote · Posted Oct 15, 2026

At a glance

As a Community Crisis Investigator, you carry your own caseload and run the day-to-day response for significant severe safety incidents.
You assess incoming incidents, coordinate a swift and effective cross-functional response, and bring what you learn back to the team to mitigate continued damage.

Assess incoming incidents and recommend whether a case meets the threshold for crisis implementation.
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.
Draft crisis case communication for senior stakeholders and supply case detail and assessment.
Keep stakeholders and GCM leadership current on case status proactively.
Hold day-to-day communication with assigned cross-functional partners.
Flag where policy, product, or process failed the community member with actionable specificity.
Keep the case management tool accurate for your own cases and raise data or backlog problems.
Review peers' assessments as a second pair of eyes before submission.

6+ years of experience in customer support or front-line work handling escalated, sensitive cases, including crisis or survivor-facing work such as a crisis line, victim advocacy, emergency response, or trust and safety.
Proven track record of working collaboratively with multi-functional leads in a matrixed organization.
Experience working cross-functionally in a fast-paced environment.
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.