Original listing text, shown exactly as published by the company.
In this role you will…
- Handle end-to-end customer interactions for sensitive and policy-driven cases, including privacy requests, DMCA claims, law enforcement inquiries, and abuse appeals.
- Triage and respond to complex or high-risk support tickets, ensuring accuracy, consistency, and compliance with legal, policy, and security requirements.
- Partner with Legal and Security teams to translate policies into clear, actionable workflows for customer-facing Support teams.
- Build and maintain playbooks, SOPs, and response frameworks that guide how sensitive cases are handled.
- Design and improve processes to ensure timely, accurate, and scalable handling of trust and safety workflows.
- Identify patterns and trends in sensitive cases, and drive improvements to reduce risk and improve customer experience.
- Partner with Support Operations to embed workflows into tooling, automation, and agent-facing systems.
- Define escalation paths and decision frameworks for ambiguous or high-risk cases.
- Build reporting and visibility into key metrics and trends across trust and safety workflows.
- Support training and enablement efforts to ensure frontline teams can confidently handle sensitive scenarios.
Required skills and experience
- 4+ years of experience in customer support, trust & safety, support operations, or similar roles within a technology company.
- Experience handling customer-facing workflows related to privacy, DMCA, law enforcement requests, abuse handling, or other policy-driven operations.
- Strong judgment and decision-making skills when handling sensitive or ambiguous customer situations.
- Experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance.
- Strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations.
- Experience building or improving SOPs, playbooks, or workflows in a support or operations environment.
- Ability to balance risk, compliance, and customer experience in day-to-day decision-making.
- Strong cross-functional collaboration skills, with experience working with Legal, Security, or Policy teams.
- Experience working within support tooling ecosystems (Zendesk or similar platforms, case management systems, and internal documentation tools).
- Comfort operating as both a hands-on operator and systems builder in a scaling environment.
Nice to have
- Experience supporting developer tools, SaaS infrastructure, or technical user bases.
- Experience working with global regulatory or compliance frameworks (e.g., GDPR, CCPA).
- Experience partnering on tooling, automation, or workflow system design.
Tools + Tech Stack for this role
This role may not be a fit if
- You prefer predetermined static processes
- You need all information laid out
- You struggle with demanding users
- You are uncomfortable speaking up for users
This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.
