Trust & Safety Support Lead

Skills

• 5+ years of experience in responding to escalated customer service requests with ticketing software such as Zendesk
• Experience in creating new standard operating protocols and training team members
• Comfortable handling sensitive communications and subject matter
• Excellent written and verbal communication skills
• Ability to manage tasks and schedule effectively in a fast-paced environment

Responsibilities

• Lead a team of specialists to respond to escalated customer support tickets
• Identify and document product and process improvements based on customer interactions
• Enhance training materials and protocols for privacy/safety customer support
• Collaborate with legal, trust & safety, product teams, and leadership to address sensitive issues

Education

• Previous exposure to child safety issues as a social worker, teacher, or member of law enforcement (preferred)

Benefits