Technical Support Specialist T3 (Trust & Safety)

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide
• We are a global team, united by our desire to connect diverse people with shared values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner
  

LET'S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we'll always find EMPATHY
  

As a Technical Support Specialist, you will focus on data privacy and security-related conversations routed to a dedicated inbox. You will work closely with cross-functional stakeholders to respond to privacy-related inquiries, while helping create processes and documentation to build a scalable foundation for future Privacy Support Specialists.

In this position, you will interact with customers and internal teams to address inquiries, resolve requests, and provide clear, compliant, and professional communication.

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

Privacy Request Management & Triage

• Monitor and respond to privacy-related inquiries routed into the support platform, distinguishing legitimate privacy requests from misrouted support issues across multiple categories (GDPR requests, enterprise questionnaires, content disputes, security disclosures, billing issues, etc.)
• Compose thoughtful, personalized, and compliant responses to a variety of privacy and security-related requests
• Articulate privacy policy provisions and legal requirements clearly, offering compliant alternatives when direct requests cannot be fulfilled
• Categorize requests appropriately as routine privacy actions, enterprise compliance needs, or complex legal matters requiring escalation
• Document cases thoroughly and create detailed materials for escalation when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
  

Enterprise Compliance & Security Support

• Maintain a repository of standard compliance documentation
• Collaborate effectively with cross-functional teams for seamless case handoffs and resolution
• Flag emerging patterns that require policy updates, product changes, or process improvements
  

Process Building & Operational Excellence

• Build scalable triage systems including decision trees, verification workflows, and escalation criteria for ambiguous scenarios
• Develop and maintain SLA tracking by request type
• Create a response template library covering common request types to enable efficient, consistent responses
• Contribute to knowledge management by identifying documentation gaps and surfacing patterns requiring attention
• Identify opportunities and recommendations for continuous process improvement
  
  

YOU ARE...

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker with strong judgment and attention to detail
• Passionate about client satisfaction and professional communication
• Proactive and self-motivated
• Comfortable working in ambiguous environments and building processes from scratch
• Strongly interested in learning new systems, policies, and requirements
• Amenable to working US hours or rotating shifts
  

YOU HAVE...

• At least a bachelor's degree in any field you're passionate about
• 2-3 years of experience in Trust & Safety, Privacy Operations, Compliance, Customer Support, Technical Support, or related functions at SaaS or technology companies
• Excellent English communication skills
• Technical comfort with SaaS architecture, APIs, and database concepts
• Ability to understand and communicate complex ideas to customers in clear, empathetic, and professional language
• Experience with ticketing or email management systems
• Strong judgment regarding when to handle issues independently versus when to escalate
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to document complex cases with clear rationale and evidence

Preferred Qualifications

• Direct experience responding to enterprise security questionnaires and vendor risk assessments
• Working knowledge of GDPR, CCPA, and data protection principles
• Background in high-growth startup environments
• Familiarity with content moderation, abuse prevention, or trust & safety operations
• Basic data investigation capabilities and comfort with analytics tool