All Things Upwork
August 21, 2014 by Jeff Chen

Dear oDesk Community,

My name is Jeff Chen and I lead oDesk’s Trust and Safety Team. Our charter is to continuously improve and maintain a safe and trusted workplace. Over the coming months I will be reaching out to share updates that will help our community continue to grow and thrive.

I’m writing to let you know that this week we will begin closing the accounts of a small number of community members with a history of consistently poor performance, and will initiate the review of additional accounts. Careful consideration went into the decision to take action against these active members’ accounts. We evaluated the entire work history of freelancers who had multiple contracts that resulted in client concerns, poor feedback and disputes. While we recognize that satisfying all clients all the time is not realistic, consistently poor performers weaken the reputation and growth potential of our entire community.

Ultimately, we feel these actions will benefit the vast majority and maximize opportunities for the many great members of our professional community. Freelancers who continue to deliver good client experiences and follow oDesk guidelines will not be impacted. For freelancers in the affected groups, please know that we did not make this decision lightly. Notifications will be sent via email and you can find more information here.

We understand that no process is perfect, including this one, and always welcome your feedback on how we can improve.

Thank you for helping us build a trusted workplace. Please stay tuned for more updates from my team.

Best,
Jeff

Jeff Chen

Vice President, Trust & Safety

Jeff Chen is the vice president of trust & safety at Upwork. He focuses on designing and implementing programs and policies to make Upwork the world’s most trusted online workplace. Before joining the company, Jeff held various marketplace roles at eBay, most recently as director of managed marketplaces. Jeff holds a B.A. from UC Berkeley in Statistics.