Policy Specialist, Customer Support - Trust and Safety - Los Angeles

Responsibilities
- Develop product and platform expertise, working closely with Product, Engineering, Operations and Legal teams to diagnose and resolve customer issues
- Develop, launch and measure Standard Operations Processes (SOPs) to improve user and creator platform experience
- Strategically prioritise, optimize and scale customer support processes to enhance efficiency and effectiveness, incorporating data-driven insights and metrics
- Drive initiatives to reduce manual work through automation and self-service solutions (e.g., chatbots, AI agents, knowledge base)
- Work closely with Compliance to stay aligned with GDPR, PSD2, and other regulatory requirements
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes

Qualifications

Minimum qualifications
- Bachelor's degree in Business, Economics, or related field and/or equivalent practical experience
- 5+ years in Customer Service/Support with a focus on operational excellence and continuous improvement
- 2+ years experience developing customer support policies and solutions in a fast-paced environment
- Proven experience in process design, optimisation and project/program management
- Strong communication & interpersonal skills, with the ability to collaborate effectively across functions and resolve complex issues

Preferred qualifications:
- Experience working within policy compliance and regulatory domain in key global markets
- Strong track record of meeting key operational support metrics (CSAT, SLA)
- Experience leading user education initiatives and managing Help Centers
- Familiarity with AI-driven support tools and chatbots
- Strong prioritization skills and ability to deliver within tight deadlines
- Passion for delivering empathetic, efficient, and solutions-focused support experiences.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104500 - $223250 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.