Safety Operations Associate

Summary

Join Feeld's Customer Support team as an Associate for Safety Operations and contribute to a safer, more inclusive community. Manage high-priority safety workflows and escalations, including DSA appeals and data privacy requests. Identify and escalate opportunities to improve processes and macros related to policy enforcement and incident response. Respond to Data Subject Access Requests according to GDPR and CCPA regulations. Act as a voice for vulnerable members, advocating for their safety and privacy. Improve documentation for Trust & Safety workflows. Collaborate with Support, Legal, and Product teams to relay member feedback and improve their experience.

Requirements

• Strong communication skills, both written and verbal
• Demonstrate knowledge of good Member safety and data privacy practices
• Ability to manage multiple tasks in an ever-changing environment
• Ability to handle sensitive and confidential member information with care, expediency, and privacy
• Experience in safety and/or customer support (bonus if you’re familiar with Zendesk)

Responsibilities

• Manage and respond to high-priority and high-sensitivity safety workflows and escalations (e.g. DSA appeals, high severity requests, data privacy requests, law enforcement escalations)
• Identify and escalate opportunities to improve processes and macros (policy enforcement, violations, fraud rules, incident response)
• Respond to Data Subject Access Requests in accordance with GDPR and/or CCPA regulations
• Act as a “voice” for our most vulnerable community members, for their safety and their privacy, to keep advocating for Feeld to be safer and more inclusive
• Improve documentation for workflows in Trust & Safety
• Engage with Members and the internal teams: Respond to safety escalations and tickets with sensitivity and speed
• Resolve Issues of safety: Address and resolve Member issues, concerns, and complaints, ensuring high levels of Member satisfaction and maintaining Feeld’s brand in the areas of safety and privacy
• Proactivity: Actively seek out and identify ways to keep Feeld safer and more inclusive
• Documentation: Identify efficiency gains and process improvements and document process updates
• Collaboration: Work closely with the Support, Legal, and Product teams to relay Member feedback efficiently, escalate issues and help improve their overall experience

Preferred Qualifications

• You are familiar with existing industry-specific laws and regulations (DSA, OSB, GDPR, CCPA, etc.)
• You have experience using safety moderation tools to aid in decision making
• You are familiar with Feeld’s mission and community

Benefits

• Flexible working hours
• Unlimited paid time off
• A fully remote working situation
• GBP £3k equipment and home office budget
• Learning & development budget
• On demand therapy sessions and mental health support via Spill
• In-person meet ups
• A compensation system that is transparent, honest, and equitable
• A Baseline Freedom Salary of £60,000 GBP per year