Trust and Safety Associate
4 weeks ago
We're a leading global learning company and one of the world's largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.
Job SummaryWe're seeking a Trust and Safety Associate to play a critical role in handling the toughest and most sensitive cases. As a key member of our team, you'll enforce our policies consistently and effectively communicate the reasoning behind our decisions.
Key Responsibilities- Process Improvement and Policy Development: Identify policies requiring clarity and collaborate with the team to drive process improvements.
- Autonomous Project Prioritization: Exercise autonomy in prioritizing projects with remote agent teams across global offices.
- Cross-functional Collaboration: Work closely with Legal, Product, and Engineering teams to assess risks and develop solutions to potential Trust and Safety concerns.
- Ticket Escalation Management: Manage ticket escalations and case ticket queues across various work streams within the Trust and Safety domain.
- Performance Tracking and Monitoring: Implement tracking and monitoring systems for performance of service delivery through all ticketing channels.
- 3+ years of hands-on experience in Trust & Safety, Customer Service, Technical support, or Risk Management.
- Proven track record in handling escalation email tickets and adept at the efficient management of service tickets.
- Possess foundational expertise in SQL and Microsoft Excel.
- Demonstrate proficiency in effectively managing agent quality and optimizing output in remote teams across diverse geographical locations.
- Policy Understanding & Enforcement: In-depth knowledge of marketplace policies and enforcement procedures.
- Communication Skills: Exceptional verbal and written communication abilities to articulate complex issues clearly.
- Problem Solving & Analytical Skills: Strong investigation and analysis skills, including the ability to gather evidence and develop data-informed decisions.
We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. We're committed to creating an inclusive environment that welcomes a diverse range of backgrounds and experiences.
Our benefits package at Udemy 'starts with U' and is grounded in mission-driven benefits that intentionally align with our core values. We offer comprehensive medical, dental, vision, life/AD&D, and disability coverage, as well as a range of other benefits to support your well-being and career growth.
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