Successful Handoffs

Successful handoffs are critical to maintaining cross-departmental function.

When escalating something to Trust and Safety, a proper handoff is needed. Handoffs may look different depending on the type of case or escalation.

Tier 2 Escalations

• No handoff is required. The ticket only needs to be assigned to Trust and Safety’s Kustomer queue.

Tier 3 Escalations

• A proper handoff is required for these escalations. As they are escalated in Slack, for the handoff to be complete, the Slack ticket needs to have a response from a Trust and Safety team member, or a checkmark emoji indicating that Trust and Safety has taken the ticket over.

Tier 4 Escalations

• Proper handoff is most critical when dealing with these cases. In addition to posting in Slack, a proper Tier 4 handoff involves calling and texting Trust and Safety until you get ahold of someone on the phone and verbally handoff the case.