Policy Specialist, Trust and Safety

San Francisco, California, United States Full-time

Are you an analytical thinker who has a strong curiosity for getting to the bottom of the story all while cultivating an environment of excellent customer support? Do you have a strong understanding of policy management and online communities, and a passion for catching the bad guys?

Platphorm is looking for a Policy Specialist, Trust and Safety to be a part of our Policies and Abuse team. The Policies and Abuse team enforces Platphorm’s policies across our various domains. The team creates, communicates, and enforces policies while providing exceptional customer support. You will have the opportunity to be a key contributor to help enforce our rules and remove content that could harm our users and our brand. You will make judgment calls about whether content breaks our rules and be able to explain your decisions to users. You aren’t afraid of making tough calls, and you have a genuine passion for tackling complex policy issues while working closely with various departments including Customer Advocacy, Risk Management, and Marketing.

Founded in 2009, Platphorm is a software development firm with an expanding portfolio of niche B2C communications marketplaces and global operations staff in six different countries. The marketplaces we've built enable anyone to provide fee-based advice in their area of expertise, at a price of their choosing, and for others to find them and pay for a conversation. The interaction can take place over the phone, email, text, or chat. Our dog-friendly headquarters with a fully-stocked kitchen are located in downtown San Francisco.

Responsibilities:

  • Enforce policies across various websites and web presences while providing an exceptional user experience
  • Review and evaluate user-generated content for compliance with our site policies
  • Assess accounts that have been flagged for various content violations
  • Investigate user account activity and work closely with our Customer Advocacy and Risk Management teams on large fraud cases
  • Clearly and professionally communicate policies and policy infractions to users
  • Provide feedback to various teams regarding abuse and policy issues
  • Create new policies and adjust current policies as needed

Qualifications:

  • Bachelor's degree
  • Understanding of the roles policy enforcement plays in online communities
  • Excellent  verbal and written communication skills
  • Strong investigative skills, critical thinking capabilities, and good judgment
  • Enjoy being part of a small team and willing to help out with duties outside the scope of your job
  • Community management or customer support experience is a plus
  • Comfortable with adult content and supporting an adult entertainment product
  • Has a tough skin and able to take customer complaints in stride

Benefits:

  • Medical, Dental, and Vision insurance
  • Matching 401K
  • Subsidized commuter benefits
  • Great work-life balance
  • Sit/Stand Desks
  • Snacks and Friday Happy Hours!
  • Great location! Our San Francisco office is steps from the Powell BART/Muni station!