Trust and Safety Manager

2 weeks ago

Los Angeles, United States Clash App, Inc. Full time

**Trust and Safety Manager**

Los Angeles, Remote / Community / Contractor **Who We Are:** Clashs mission is simple: help creators make a living doing what they love. Founded by a former creator, were building a platform that provides fans with new ways to engage with their favorite creators with meaningful monetization tools. Since our early launch in Summer 2020, we've seen explosive growth and recently acquired the Byte app. Now, with our combined 5 million users, we cannot wait to bring our vision of a more creator-centric world to reality. We love creators and are looking to scale our team. Join us.

Clash is looking for someone to take the lead in ensuring the safety of our users. Our guiding goal for our Trust & Safety team is To set the gold standard for supporting inclusive communities, moderator mental health, and socially responsible freedom of speech while keeping pace with platform growth and an evolving regulatory environment.. As Trust & Safety Manager, you will be responsible for implementing the policies and processes to make that goal a reality. As we are still a small team, your responsibilities will also include being on call for handling emergency situations. As our platform grows, so will our T&S team, and you will help direct that growth.

+ Work with internal project teams to identify potential Trust and Safety impacts in new developments, and help determine appropriate behaviour.

+ Advocate for user safety issues and policies, especially when faced with competing business incentives

+ Be a leader in establishing a company wide culture of shared responsibility for Trust and Safety by educating staff and presenting regular communications

+ Handle the Quality Assurance (accuracy feedback) process in collaboration with our frontline moderators

+ Act as the primary point of contact with our moderators whether they are internal or external

+ Investigate problem users for areas such as predatory activity, scamming, fraud, and other threats to the platform and users

+ Rotational on-call emergency escalation response for content flagged by moderators; typically for graphic content areas such as suicide and child abuse, and if necessary, handle identifying user location in order to contact appropriate law enforcement agencies.

+ Processing requests from law enforcement

+ Submitting reports of CSAM (Child Sexual Abuse Material) and all forms of predatory activity, including comments, to the NCMEC (National Center for Missing and Exploited Children)

+ Review of user reports (Direct Messages, Full Accounts, Videos and Comments)

+ Review of non-emergency escalations flagged by moderators for clarification

+ Assisting in identification of policy grey areas or unintended consequences of policy, and helping revise policies to make proper decision making possible

+ Focus on safety, proactivity and prevention of abuse as opposed to the traditional purely reactive approach most platforms take - we dont want users to be afraid to be themselves, and activity or organisations or groups that put them at risk are not acceptable in any way.

+ Ad-hoc assistance with user support enquiries (such as investigating ban appeals or other issues that may be connected to our day to day operational activity.)

**Mandatory requirements:**

+ 5 years of professional, verifiable work experience in one or more of the following fields: Video based Content Moderation, Trust and Safety, Content Policy or adjacent, Law EnforcementExperience managing a team of at least 6 people

+ Native fluency in English

+ Familiarity with EU and US laws and regulations impacting Trust and Safety operations (COPPA, TERREG, etc)

+ Ability to work independently and as part of a team, think critically and make rapid decisions

+ Willingness to work as part of an on call rotation (which will involve both weekdays and weekends) to help provide 24/7 coverage for emergency escalations

+ Ability to spot unusual patterns or anomalies

+ A secure and reliable private internet connection

+ Willingness to support and mentor less experienced team members and educate others in the company

+ Experience working in a remote environment and across multiple time zones

+ Experience running quality assurance checks for content moderation projects

+ Familiarity with SQLKnowledge of regular expressions

+ Experienced investigator of users, especially where involving child safety and or fraud

+ Proficiency in other languages (Especially Spanish)

+ Project management familiarity is a plus

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