Member Trust & Care Specialist

📋 Description

• Own day-to-day member support across the app and email, with a high bar for speed, clarity and
• Resolve questions end to end, from simple how-tos to complex edge cases, and know when to escalate.
• Handle bug reports with rigor: reproduce the issue, write clear steps, work with Product &amp
• Review member reports against our moderation playbook and community guidelines.
• Issue warnings and prepare suspension and ban recommendations.
• Work through each appeal fairly.

🎯 Requirements

• 2 to 5 years in customer support, trust & safety, content moderation, community management or
• You follow a written process exactly, every time, including the hundredth time.
• You write clearly under pressure. A suspension notice has to be firm, plain and non-inflammatory
• You stay steady with upset people, and your replies don't match their tone.
• You stay organized at high volume and keep records as you go: what you did, why, and when.
• You can spot a pattern across a week of tickets and explain it in a few sentences.

🎁 Benefits

• Medical, dental and vision insurance
• 401(k)
• Paid time off, holidays and sick leave
• Commuter benefits, stipends and other perks
• Meaningful stock options with considerable upside potential