Trust and Safety Specialist
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
Snapchat is the camera used by over 150 million people every day to Snap with family, watch Stories from friends, see events from around the world, and explore expertly curated content from top publishers. In short, we are a passionate team working hard to build the best platform in the world for communication and storytelling.
We’re looking for a Trust and Safety Specialist to join Team Snapchat! We’re looking for someone who is able to keep a cool head under pressure, and is excited about improving workflows and proactively seeking ways to enhance the Snapchat experience. From developing support resources to tracking and escalating community issues, we’re looking for a utility player who is eager to help our community, and isn’t afraid to roll up their sleeves and support wherever needed.
What you'll do:
- Review abuse and safety incident reports, and take appropriate action per operations policies
- Provide help to our Snapchat community, and follow through clearly and consistently on every report
- Identify and escalate new issues and trends
- Offer suggestions on improving our support resources (knowledge base articles, canned responses, etc.)
What we're looking for:
- Bachelor’s degree or equivalent work experience
- 2+ years experience in a customer support and/or trust and safety role
- A passion for Snapchat and online safety
- Excellent communication skills and attention to detail
- An experienced researcher with excellent presentation skills
- Ability to focus and thrive in a dynamic work environment
- Great judgement and ability to problem-solve, both independently and with peers
- Flexible work-hours: full-time and weekends as needed
- Familiarity with online child safety and interacting with NCMEC and law enforcement
- Experience investigating fraud, spam, or other types of abuse is a huge plus!
- Basic proficiency in and experience working with HTML
- Proficiency with MacOS, the Microsoft Office Suite, and the Adobe Suite