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Trust and Safety Team Lead

Company: Udemy
Location: San Francisco
Posted on: June 13, 2021

Job Description:

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 Udemy team.
  • 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 Management.
  • Develop customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.

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 efficiently scaling.
  • 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 plans.
  • Self-motivated, solid team player, willing to step outside of your role and chip in whenever necessary to achieve success.


About Udemy

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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