Analyst, Trust & Safety (II)

Kickstarter is the go-to crowdfunding platform for creative projects across everything from film, games and music to art, design, and technology. Fueled by the support of our team, our mission to help bring creative projects to life has been a core tenet since our inception in 2009. 

To date, we have helped more than 282,000 creative projects reach their funding goal with pledges totalling more than $8.9 billion dollars. We continue to be committed to the growth and success of not only our community, but our team as well. Rooted in shared values, Kickstarter sees team members as whole people, giving every individual the autonomy and space to participate in decisions that impact them.

Kickstarter's Trust and Safety team is passionate about keeping the company safe from bad actors and reputational risk. We lead with curiosity and strive for excellence when communicating with our community about our rules and policies. This team has four primary missions:

• Ensure monetary safety for our users
• Review content for Rules compliance, guideline breaches and Terms of Use violations 
• Uphold policies that best protect our company from litigation and external complaints
• Assist our community with account issues 

We aim to work from clearly defined and evolving policies within open channels of communication across the organization. We hold an emphasis on process and precedent so that we can ensure unilateral enforcement of our guidelines. A comfort with gray area ambiguity is essential, as edge cases and new precedents are presented every day. We lead with empathy towards our users and stakeholders and strive for a great user experience.

Candidates must be based in the United Kingdom for this role for timezone coverage. 

In this role, you will:

• Work M-Th or Tu-F with the ability to rotate shifts and work a 40 hour work week if required. 
• Master team specific tooling. 
• Possess a deep understanding and knowledge of Kickstarter’s Community Guidelines, Privacy Policy, and Terms of Use.
• Daily work will center around the following tasks, which are subject to change at any time.  
  • Process user requests related to account changes, privacy matters, and safety concerns. 
  • Moderate user generated content by reviewing site content, user submissions, and user comments.
  • Investigate and take action on possibly fraudulent activity such as unknown charges, scam and phishing messages, suspicious project funding, credit card fraud and card testing. 
  • Monitor monetary issues such as offsite refunds and chargebacks.
  • Process intellectual property complaints.
• Utilize dashboards to identify suspicious activity.
• Provide feedback on vendors and products. 
• Work with existing and new tools to improve efficiency, quality and accuracy of our workflows
• Coordinate with our payments processor to support users. 
• Assist our Legal team, preparing responses and gathering underlying information related to investigations. 
• Develop, maintain, and update standard communications and internal documentation as necessary.
• Build strong relationships with internal stakeholders and work cross-collaboratively to ensure they are informed of Trust & Safety actions, updates, and other key information.
• Works independently, meeting SLAs and metrics, with the judgement of when to escalate to the Trust & Safety manager.

About You

• You have a Bachelor’s degree or 3+ years of Trust & Safety experience.
• You have familiarity with applicable industry laws and regulations; intellectual property knowledge is a plus.
• You demonstrate strong organizational skills with an emphasis on meeting deadlines.
• You demonstrate excellent business judgment and communication skills.
• You are skilled at identifying potential policy gaps or threats to the company.
• You have experience with ticketed queue work and corresponding directly with users of the platform, often involving sensitive information.
• You are comfortable using pre-existing data tools, building new data sets, and applying those outputs to investigations.
• You demonstrate an eagerness to learn and grow in your role.
• You demonstrate excellent business judgment when evaluating action against existing policy while considering the needs of the business.
• You have experience creating and updating policy and procedure documentation.
• You are comfortable reviewing sensitive material and can maintain objectivity around rules while respecting context and perspective.
• You demonstrate the ability to build relationships with cross-functional stakeholders, driven by a passion to support our users.
• You demonstrate the ability to operate in novel and ambiguous situations, balancing rules, user experience, and Kickstarter’s mission and business needs.

What You'll Enjoy

• A fully remote workforce with plenty of opportunities to get to know your colleagues
• 100% employer-paid health plan offerings
• 16 paid vacation days, 10 sick days, and a company-wide winter break between Christmas and New Years
• 25 volunteer hours each year to give back to your community
• 16 weeks of parental leave plus fertility/family planning resources
• Annual stipends including a Remote Working & Wellness Stipend of $3,000 USD (prorated) each calendar year for expenses related to remote working, wellness, health, and fitness, and a $500 Role Development Stipend
• Kickstarter currently operates with a 4-day workweek, a model that aligns our belief in a healthy work-life balance and gives staff the space to be more than their work
• Incredibly talented and inspiring colleagues who know how to blend their creative endeavors into their work

You can read more about our benefits and working at Kickstarter at our Jobs page: https://jobs.kickstarter.com/ Kickstarter is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment. Reminder to applicants: Authentic communications from Kickstarter will always originate from official Kickstarter email domains (@kickstarter.com). Exercise caution and verify the legitimacy of anyone who claims to be representing Kickstarter on other platforms. Please reach out to Kickstarter’s Help Center to report potentially fraudulent contact here: https://help.kickstarter.com/hc/en-us/requests/new