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Trust and Safety Specialist

New York, NY

SoundCloud empowers artists and fans to connect and share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build and grow their careers by providing them with the most progressive tools, services, and resources. With over 375 million tracks from 40 million artists, the future of music is SoundCloud.


We’re looking for someone compassionate and interested in helping others to join the Trust and Safety Team within the Business and Legal Affairs team from our Berlin or London offices. 


Role & responsibilities

  • Review and respond to customer support emails and automatically flagged content related to potential violations of SoundCloud’s Terms of Use and Community Guidelines (80%+ of the job!)
  • Work with the rest of Trust & Safety team to identify emerging safety concerns within the community
  • Demonstrate ability to make consistent, objective decisions in line with our policies 


Skills & requirements

  • At least 6 months experience with trust and safety issues e.g. content moderation or spam prevention
  • Customer support experience
  • Previous experience with Zendesk (or similar CSM) 
  • Excellent written and verbal communication skills and willingness to embrace ambiguity
  • Ability to handle sensitive issues with care and grace; calm, can-do attitude
  • Strong team player; willing to work collaboratively and cross-functionally to find solutions
  • Understanding for SoundCloud community and our brand values
  • Must be eligible to work in Berlin or London and are OK with working the odd weekend


Nice to haves

  • You are fluent in Arabic
  • You have experience tackling extremist content 
  • Basic understanding of SQL or similar (you like to investigate patterns and issues by using data)
  • Previous experience in handling high profile issues with internal Press teams
  • Interest in EU regulations and public affairs
  • Understanding of data protection regulations (e.g. GDPR)


If you’re excited about working with us to support the SoundCloud community, we’d love to hear from you! Please include a cover letter explaining your interest with your resume. 


Please note: this position is open to applicants based in New York only. If you're applying from outside of this location, please specify if you are willing to relocate in your application. 


About us:

  • We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)
  • We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home
  • We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone’s voice, perspective and experience is respected and heard
  • We believe a strong team is made by investing in employees through mentorship, workshops and enrichment opportunities


Benefits:

  • Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
  • Robust 401k program
  • Employee Stock Ownership Plan
  • Generous professional development allowance
  • Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!
  • Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually
  • 16 paid weeks for all parents (birthing and non-birthing), regardless of gender, to welcome newborns, adopted and foster children
  • Various snacks, goodies, and 2 free lunches weekly when at the office


The salary range for this role is $64,000-69,000 annually. The final salary offered will be determined based on relative experience, skills, internal equity, and location. We also offer a generous total rewards program - read more about additional benefits and perks below! Please note the indicated range is for US-based locations only.


Diversity, Equity and Inclusion at SoundCloud

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization. With this foundation, we aim to build a social platform and global community for everyone to create, discover, and share sounds.


We acknowledge the challenges in our industry and strive to develop an inclusive culture where individual contributions are valued. We are dedicated to creating an inclusive environment for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status. 


At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group (groups focused on people of color, LGBTQIA+ folks, and women). You may also participate in inclusive workshops, contribute to our Cultural Moments series, vote on organizations for the SoundCloud Community fund’s support, and more!

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