Remote opportunity at
SolaceTrust & Integrity Specialist
Solace is a Series C startup founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. The company operates…
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About This Role
Solace is a Series C startup founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. The company operates in the healthcare sector, connecting patients with expert advocates and decision-making tools to simplify the navigation of the healthcare system. Solace is seeking a Trust & Integrity Specialist to join its Customer Experience team on a full-time, remote basis. This role focuses on safeguarding…
Job Description
Solace is a Series C startup founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. The company operates in the healthcare sector, connecting patients with expert advocates and decision-making tools to simplify the navigation of the healthcare system.
Solace is seeking a Trust & Integrity Specialist to join its Customer Experience team on a full-time, remote basis. This role focuses on safeguarding the integrity of the patient experience and the platform by managing complaints, conducting investigations, monitoring risk patterns, and overseeing conduct. The position reports to the Trust & Integrity Manager and collaborates closely with operations, QA, and clinical teams.
This role suits individuals who possess strong investigative instincts, remain calm in high-stakes environments, and demonstrate a deep commitment to patient welfare. Applicants are required to reside in the United States.
Responsibilities
- Serve as the primary point of escalation for adverse experience reports, complaints, and patient safety concerns
- Investigate and resolve complaints thoroughly, empathetically, and in a timely manner while documenting findings precisely
- Identify situations requiring urgent intervention and coordinate responses across operations and customer experience teams
- Review flagged internal reports regarding the behavior of patient-facing individuals or teams against ethical guidelines
- Maintain confidential and accurate records of all investigations and outcomes
- Monitor operational signals, escalation data, and patient feedback to identify emerging risk patterns
- Track complaint trends, surface insights with recommended mitigations to leadership, and highlight high-priority issues in real time
- Contribute to the creation of response protocols and internal playbooks for risk scenarios
- Partner with QA to separate individual trust and safety incidents from systemic quality issues
- Contribute to standard operating procedure and policy updates aimed at reducing risk
Requirements
- Experience working in trust and safety, compliance, healthcare operations, patient advocacy, or a related field
- Ability to remain calm and de-escalate sensitive or high-stakes situations methodically
- Strong investigative instincts to follow evidence, ask appropriate questions, and reach sound conclusions
- Exceptional written communication skills for clear case documentation and handling sensitive topics discreetly
- Familiarity with risk frameworks, incident review processes, or complaint management
- Comfort with ambiguity and making judgment calls outside of standard playbooks
- Residency in the United States
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location policy for the Trust & Integrity Specialist?
The posting specifies that this role is remote and applicants must be based in the United States.
What is the employment type for this role?
This is a full-time position.
What is the salary for the Trust & Integrity Specialist?
The salary is USD 30 - 31 per year.
Who does this position report to?
The Trust & Integrity Specialist reports to the Trust & Integrity Manager.
Sample Interview Questions
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