Only candidates in Texas, New York and the San Francisco Bay Area (hybrid) will be considered.
Who we are:
Our mission is to make the internet safer and more enjoyable for everyone. We combine state of the art AI technology and human judgment for best in class content detection, harm mitigation and safety monitoring. We are a VC-backed startup, founded by senior Google, Youtube, TikTok and Reddit executives, working with some of the world’s largest online platforms, and fast-moving startups. If you are looking for an opportunity to apply AI technology to real-world business use cases at a significant scale, and an opportunity to shape the future user generated online content, we’d love to hear from you.
About the Role:
We are seeking a highly skilled and experienced individual to join our team as a Trust & Safety Customer Success Associate, reporting to the Head of Product.
The Trust & Safety Customer Success Associate is responsible for ensuring that TrustLab’s customers are getting the most value from using our products and services. You will work closely with the policy, operations, product, and engineering teams to develop and implement customized customer success plans focused on supporting our customers with content moderation and preventing abuse online. You have strong leadership, communication, and problem-solving skills.
What you'll do:
Onboarding new customers and proactively identifying customer needs and desired outcomes
Fostering trustworthy and highly communicative relationships with customers to ensure that TrustLab is exceeding its customers’ expectations
Collaborating with cross-functional teams to handle customer escalations where applicable
Ensuring customer retention and driving growth within our existing customer-base
Collecting and analyzing customer feedback for product and process enhancements
Identifying potential sponsors and advocates and preparing customer testimonials
Promoting a culture of customer success and centricity throughout the organization
What we're looking for:
Strong knowledge of online platforms, content moderation, user behavior analysis, and regulatory compliance
Familiarity with industry standards, best practices, and emerging trends in Trust & Safety
Strong analytical and problem-solving abilities, with a data-driven mindset to drive decision-making and continuous improvement
Ability to thrive in a fast paced, dynamic environment, with a love of building policies and procedures from the ground up
Bachelor’s degree in a related field such as Philosophy, Political Science, Public Policy, etc.
Preferred Qualifications
2-5+ years of program management experience on a digital platform’s Trust & Safety team
Experience working with cross-functional stakeholders (both internal and external) to deliver a product or service
Experience working in a start-up environment
Why Join Us?
Competitive total compensation package with stock options at a rapidly growing Series A, VC-backed startup
Comprehensive health insurance packages
Remote-friendly, with the ability to work remotely from Texas, New York or the San Francisco Bay Area California (hybrid, in the SF Bay Area)
Work from home office support to create the perfect at-home setup
Individual wellness stipend
Professional development opportunities
Influence new product direction from idea to commercialization
Help develop critical tech to solve one of the 21st century’s trickiest societal problems.
EOE
We are an equal-opportunity employer that celebrates diversity and believes that people of varied backgrounds working together lead to the best outcomes across all levels of a company. This is your chance to help build world-class technology in a space that greatly matters to society, working with a team that is invested in your professional growth! Our team members come from all different parts of the world, perspectives, ages, and experiences.