Customer Support Trust & Safety Supervisor

Position Overview:

We are seeking a dedicated and experienced individual to join our team as a Customer Support and Trust & Safety Supervisor. In this role, you will be responsible for overseeing a team of customer support representatives and trust and safety moderators. Your primary focus will be to ensure a high level of customer satisfaction while also maintaining a safe and secure environment for our users. Your leadership, communication, and moderation skills will be crucial in maintaining the integrity of our platform and fostering a positive user experience.

Key Responsibilities:

Team Leadership and Management:

• Supervise and provide guidance to a team of customer support representatives and trust and safety moderators.
• Set performance expectations, conduct regular performance reviews, and provide constructive feedback to team members.
• Coach and mentor team members to enhance their skills and professional development.
• Collaborate with HR and Leadership for recruitment, onboarding, and training of new team members.

Customer Support:

• Oversee the resolution of customer inquiries, issues, and complaints in a timely and effective manner.
• Ensure the team maintains a friendly, empathetic, and customer-focused approach when interacting with users.
• Identify trends in customer inquiries and work with relevant teams to improve processes and reduce recurring issues.

Trust & Safety:

• Monitor user-generated content, interactions, and reported content to enforce community guidelines and policies.
• Investigate and respond to user reports regarding inappropriate or harmful content or behavior.
• Creating and organizing reports for managers and leads to assess their team’s quality
• Collaborate with cross-functional teams to develop and update content guidelines and policies.

Quality Assurance:

• Conduct regular audits of customer support interactions and trust and safety actions to ensure compliance with established protocols.
• Provide feedback and additional training to team members to maintain high-quality responses and actions.

Data Analysis and Reporting:

• Track and analyze key performance metrics related to customer support response times, resolution rates, and user satisfaction.
• Prepare and present regular reports to management on team performance and trends in trust and safety issues.

Continuous Improvement:

• Actively contribute to the improvement of processes, workflows, and tools to enhance the efficiency and effectiveness of the customer support and trust and safety teams.
• Stay up-to-date with industry trends and best practices in customer support, moderation, and trust and safety.

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience is preferred but not required.
• Proven experience (7 years) in customer support and moderation, with at least 5 years in a supervisory or team lead role.
• Strong understanding of trust and safety principles, content guidelines, and online community management.
• Excellent communication skills, both written and verbal.
• Proficiency in using customer support and moderation tools and platforms.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Demonstrated leadership abilities, including conflict resolution and team motivation.
• High level of empathy, patience, and a commitment to delivering outstanding user experiences.

If you are a proactive and motivated individual with a passion for maintaining a safe and positive online environment, we invite you to apply for this dynamic role. Join us in shaping the future of our platform and ensuring the trust and satisfaction of our valued users.

Benefits:

• Competitive Salary
• 100% Remote
• Health, dental, and vision insurance coverage for you and your family.
• Flexible Time Off (FTO) and paid holidays
• Mental Health Support and Counseling
• Employee recognition programs to celebrate achievements and contributions.