Senior Trust & Safety Associate

  • Individual Contributor
  • Remote CA, USA
  • Experience level: 3+ years

Website Udemy

This content was reproduced from the employer’s website on March 3, 2022. Please visit their website below for the most up-to-date information about this position.

As a marketplace, trust is central to our success, and one of Udemy’s most important roles is as that of a fair platform. To maintain that trust from our students and instructors, we need to have a clear and reasonable set of rules, and enforce those rules consistently. In this role, you will be responsible for the hardest or most sensitive cases, enforcing a consistent policy and communicating the decision our reasons effectively. You’ll be intimately familiar with our marketplace policies, how they are enforced, and what the grey areas around a policy look like, and will help our contract team when they have difficult decisions. You will develop policy, write internal and external content, and train remote teams to ensure consistency in judgement and enforcement. You’ll also work closely with Legal and Brand teams to craft the right messaging for sensitive cases, and execute the customer side of any resolution.

What you’ll do:

      • Working hours US Pacific or Central Time Zone business hours
      • Effectively resolve sensitive policy violations escalated to you by remote agents or other members of the Udemy team.
      • Identify areas in our policies that need more clarity, and work with team to drive policy development that supports the company’s goals.
      • Inform Udemy’s marketplace policies to make sure that both students and instructors are governed fairly.
      • Craft messaging on sensitive policy issues in coordination with other teams like Support, Legal, Corporate Communications, Product, Community, Instructor Account Management.
      • Develop customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.
We’re excited about you because you’ll have:
      • 3+ years of experience in a Trust & Safety role, with a strong preference for experience at a platform with a two-sided marketplace, and/or working with user-generated content,.
      • Exceptional verbal and written communication skills. Experience synthesizing complex situations and crafting messaging for audiences large and small.
      • A hyperactive sense of customer empathy, ability to understand all sides of a situation and respond with a human touch while efficiently scaling.
      • Convicted but open-minded — you have a strong moral and business sense, but are able to adapt based on what we learn over time.
      • Self-motivated, solid team player, willing to step outside of your role and chip in whenever necessary to achieve success.
      • Understanding of SQL and Excel or willingness to learn.

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