Trust and Safety Team Lead
Location: San Francisco
Posted on: June 13, 2021
As a marketplace, trust is central to our success, and one of
Udemy's most important roles is as that of a fair platform. To
maintain that trust from our students and instructors, we need to
have a clear and reasonable set of rules, and enforce those rules
consistently. In this role, you will be responsible for the hardest
or most sensitive cases, enforcing a consistent policy and
communicating those decisions with customers directly. This role
will have a particular focus supporting remote agents. You will
build processes, write articles, and train associates to ensure
consistency in judgement and enforcement. You'll also work with
Legal and Brand teams to inform them of new fires, craft the right
messaging, and execute the customer side of any resolution.
What you'll do:
- Effectively resolve Policy violations with instructors or
students escalated to you by remote agents or other members of the
- Build resources to enable remote teams to make consistent
decisions relating to policy.
- Inform Udemy's marketplace policies to make sure that both
students and instructors are governed fairly. Identify areas in our
policies that need more clarity, and work with the team to improve
our product, or position on an issue.
- Coordinate and collaborate cross-functionally with other teams
like Support, Legal, PR, Product, Community, Instructor Account
- Develop customer-centric insights that will inform policy and
product decisions, with an eye toward proactive, scalable,
We're excited about you because you'll have:
- 3+ years of experience in a Customer Support or T&S role
working as a team lead, QA specialist, or trainer at a consumer
internet or e-commerce company.
- A hyperactive sense of customer empathy, able to understand all
sides of a situation and respond with a human touch while
- Strong work ethic and ability to handle the sometimes
overwhelming influx of new cases.
- Exceptional verbal and written communication skills. You can
synthesize key points or complex situations to craft messaging for
any audience, large or small.
- Understanding of SQL (MySQL and/or PostgreSQL) and Excel or
willingness to learn
- Great business acumen and the ability to translate business
requirements into technical requirements and actionable project
- Self-motivated, solid team player, willing to step outside of
your role and chip in whenever necessary to achieve success.
We believe anyone can build the life they imagine through online
learning. Today, millions of students around the world are
advancing their careers and passions by exploring and mastering new
skills on Udemy, and expert instructors are able to share their
knowledge with the world. Through our global marketplace and our
solutions for businesses and governments, we connect people
everywhere with the skills they need for success in work and life.
We're a close-knit bunch that enjoys problem-solving and
collaboration, and we share a serious belief in the power of
learning and teaching to change lives. Udemy's culture encourages
innovation, creativity, passion, and teamwork. We also celebrate
our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in
San Francisco's SOMA neighborhood with offices in Denver
(Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India),
and So Paulo (Brazil).
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Keywords: Udemy, San Francisco , Trust and Safety Team Lead, Other , San Francisco, California
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