Trust And Safety Associate

Summary

Join Wattpad as a Trust & Safety Associate and contribute to a positive online environment. You will review and investigate escalated reports, conduct detailed investigations of complex cases, and work with compliance teams to ensure safety. This role requires strong analytical skills, experience in UGC moderation, and familiarity with relevant technologies. You will collaborate with various departments to improve policies and address technical issues. Wattpad offers competitive benefits, including health insurance, retirement contributions, generous vacation time, and remote work options. The ideal candidate possesses a Bachelor's degree, 2+ years of experience in trust and safety or community management, and experience working with moderation vendors.

Requirements

• Education: B.A./B.S. in related fields
• 2+ years experience in trust and safety or community management (must have experience in UGC moderation)
• Experience working with moderation vendors and contractors
• Strong proficiency with technology: Experience using Zendesk or other helpdesk software, Airtable, SharePoint, MS Office, etc
• Ability to understand and analyze complex cases
• Culturally aware of trends and pop culture in United States
• Interested in content policy, compliance, and/or internet governance
• Must have experience working with multicultural company

Responsibilities

• Review and investigate escalated reports and appeals of potential violations of our policies
• Conduct detailed investigations of complex cases and ensure timely and effective resolution, while maintaining detailed documentation and reporting on findings and actions taken
• Working closely with Compliance teams, conduct safety investigations and review escalated cases related to child safety, suicide and self-harm, and harassment
• Provide support in resolving issues reported by external moderation teams
• Work with other departments to track and resolve bugs and other technical issues. Work with internal and external stakeholders in developing and refining policies to improve creator and reader experience
• Keep up-to-date on current events and assist with policy research and analysis. Work closely with product and engineering teams to understand upcoming features, anticipate potential misuses or unintended consequences, and craft policies that balance innovation with responsibility
• Assist with a broad set of activities that support policy development and implementation in the company for platform campaigns and events

Benefits

• Career development; we believe in mentorship and investing in your learning, supporting you to achieve your goals
• Top industry health benefits, including vision and dental
• Your own health/wellness account to spend each year
• RRSP Contributions (Canada), 401K Contributions (USA)
• Generous vacation and Maternity/Parental leave top-up program
• Corporate discount for gym memberships for you and your family
• Work from almost anywhere in the world for part of the year
• Winter break shutdown and a whole lot more!