Trust & Safety Manager

Brainly New York, NY
safety manager safety tools people capital questioning team user experience stakeholders technical customer support content
November 18, 2022
Brainly
New York, NY
FULL_TIME

NOTICE: ONLINE RECRUITMENT PROCESS
LOCATION: NEW YORK

There are more than 350 million reasons to join Brainly — one for every student you'll help go from questioning to understanding. Team up with us as we build and continue improving one of the most popular ed-tech products on the planet. In a world of questions and uncertainty, you can be part of the answer as we shape the future of learning and change lives, one student at a time. If this excites you, you know what to do next.
Let's get to know each other. And get ready to make a difference!

ROLE OVERVIEW
We are looking for a strategic thinker to help scale our Trust and Safety effort at Brainly to ensure that our users can learn in a safe and positive environment. You will be responsible for various Trust and safety queues while implementing long term solutions to improve the user experience. You will be working closely with various stakeholders to communicate both technical and policy solutions.
Are you a goal-driven team player? Do you like tackling new challenges using leading-edge industry tools? Can you adapt to rapidly changing conditions while learning and bettering yourself? Are you a detail-oriented expert who loves focusing on quality? If you answered yes to these questions, you might just be the perfect candidate for this role!

WHAT YOU'LL DO

  • Manage Trust and Safety issues from various escalation channels while focusing on areas for improvement that could be both process and technical
  • Work closely with Legal, Community, Customer Support, and Product teams to improve the user experience
  • Develop and implement quality programs for content moderators
  • Develop operational metrics and strategic OKRs related to the function

WHAT MAKES YOU THE PERFECT CANDIDATE

  • 3 years experience in Trust and Safety, crisis management, or customer support
  • Experience with reviewing graphic content, ability stay cool, calm, and collected under pressure but also understand your limits
  • Knowledge of Zendesk and Zendesk automation OR any other CRM
  • Experience with deep investigation of both online and offline risks using crowdsourced tools
  • Strong people skills, not afraid to work with different stakeholders including senior leadership
  • Strong analytical mind, excited about finding ways to improve the safety of our users, and can own these projects from start to finish
  • Being comfortable with ambiguity, approach problems with a positive outlook and a strong sense of humor

WHAT WILL BLOW OUR MINDS

  • Experience working with child consumer products
  • Experience with quality and training programs
  • Knowledge of SQL

WHAT ELSE YOU NEED TO KNOW

  • Availability: full-time position
  • Competitive compensation package
  • Competitive benefits including health insurance (medical, dental, vision), 401K plan, FSAs, commuter benefits, paid holidays, paid vacation, paid CitiBike program, weekly company lunches, company events, and more
  • We are committed to your professional development by providing opportunities to participate in conferences, trainings, and courses.

WHAT IS BRAINLY
Brainly is the online learning platform where over 300 million students and parents go from questioning to understanding. With their smartphones, users can snap a photo to instantly solve any problem or homework question and be matched with a Brainly product such as Community Q&A, Brainly Tutor, Math Solver or Textbook Detective.

Brainly is built to provide students, parents, experts, and teachers with a collaborative platform and tools needed to succeed in any educational environment. Based in Kraków, Poland, with U.S. headquarters in New York City, Brainly apps and websites are visited by users from over 35 countries.
Backed by Prosus, Point Nine Capital, General Catalyst, Runa Capital, Learn Capital and Kulczyk Investments. Learn more about Brainly at www.brainly.com.
Brainly is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age or any other characteristic protected by law. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.
By sending us your application you agree that Brainly sp. z o.o. will process your personal data to participate in this recruitment process. If you want to know more about how Brainly processes your personal data please click here.

Job Type: Full-time


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