Analyst, Trust & Safety (II)

Kickstarter; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent crowdfunding platform is seeking a Trust & Safety Specialist in Singapore. Responsibilities include processing user requests, moderating content, and investigating fraudulent activity. The ideal candidate will have a Bachelor's degree or relevant experience, fluency in both English and Mandarin, and strong organizational skills. This role offers a unique opportunity to contribute to community safety and engagement.

Qualifications

• Experience with ticketed queue work and communicating with platform users.
• Familiarity with applicable industry laws and regulations.
• Experience creating and updating policy and procedure documentation.

Responsibilities

• Process user requests related to account changes and safety concerns.
• Moderate user generated content.
• Investigate potentially fraudulent activity.

Skills

Fluent English

Fluent Mandarin

Organizational skills

Business judgment

Ability to evaluate actions against policy

Education

Bachelor's degree or 2+ years of Trust & Safety experience

Tools

Data tools

Job description

Overview

Kickstarter is the go-to crowdfunding platform for creative projects across everything from film, games and music to art, design, and technology. Our mission is to help bring creative projects to life. Since our inception in 2009, we have helped more than 282,000 projects reach their funding goals with pledges totaling more than $8.9 billion. Kickstarter sees team members as whole people, giving every individual autonomy and space to participate in decisions that impact them.

Kickstarter's Trust and Safety team focuses on keeping the company safe from bad actors and reputational risk. The team leads with curiosity and strives for excellence when communicating with the community about our rules and policies. The team operates with four primary missions:

• Ensure monetary safety for our users
• Review content for Rules compliance, guideline breaches and Terms of Use violations
• Uphold policies that protect the company from litigation and external complaints
• Assist the community with account issues

We work from clearly defined and evolving policies with open channels of communication across the organization. We emphasize process and precedent to ensure consistent enforcement of guidelines. Comfort with gray areas is essential, as edge cases and new precedents arise daily. We lead with empathy toward users and stakeholders to deliver a great user experience.

Candidates must be based in Singapore.

Responsibilities

• Master team specific tooling.
• Deeply understand Kickstarter's Community Guidelines, Privacy Policy, and Terms of Use.
• Daily work will center around the following tasks, which are subject to change at any time.
  • Process user requests related to account changes, privacy matters, and safety concerns.
  • Moderate user generated content by reviewing site content, user submissions, and user comments.
  • Investigate and take action on possibly fraudulent activity such as unknown charges, scam and phishing messages, suspicious project funding, credit card fraud, and card testing.
  • Monitor monetary issues such as offsite refunds and chargebacks.
  • Process intellectual property complaints.
• Utilize dashboards to identify suspicious activity.
• Provide feedback on vendors and products.
• Work with existing and new tools to improve efficiency, quality, and accuracy of workflows.
• Coordinate with our payments processor to support users.
• Assist our Legal team by preparing responses and gathering underlying information related to investigations.
• Develop, maintain, and update standard communications and internal documentation as necessary.
• Build strong relationships with internal stakeholders and work cross-collaboratively to keep them informed of Trust & Safety actions, updates, and other key information.
• Work independently, meet SLAs and metrics, and escalate to the Trust & Safety manager when appropriate.

Qualifications

• You have a Bachelor's degree or 2+ years of Trust & Safety experience.
• You are fluent in spoken and written English and Mandarin to support our global community, particularly in Greater China.
• You have familiarity with applicable industry laws and regulations; intellectual property knowledge is a plus.
• You demonstrate strong organizational skills with an emphasis on meeting deadlines.
• You demonstrate excellent business judgment and communication skills.
• You are skilled at identifying potential policy gaps or threats to the company.
• You have experience with ticketed queue work and communicating with platform users, often involving sensitive information.
• You are comfortable using pre-existing data tools, building new data sets, and applying those outputs to investigations.
• You are eager to learn and grow in your role.
• You demonstrate the ability to evaluate actions against policy while considering business needs.
• You have experience creating and updating policy and procedure documentation.
• You are comfortable reviewing sensitive material and maintaining objectivity while respecting context and perspective.
• You can build relationships with cross-functional stakeholders to support our users.
• You can operate in novel and ambiguous situations, balancing rules, user experience, and Kickstarter's mission.

You can read more about our benefits and working at Kickstarter on our Jobs page: https://jobs.kickstarter.com/

Kickstarter is an equal opportunity employer. We commit to a fair and consistent interview process, celebrate diversity, and support an inclusive work environment.

Reminder to applicants: Authentic communications from Kickstarter will always originate from official Kickstarter email domains (@kickstarter.com). Exercise caution and verify legitimacy when contacted by others claiming to represent Kickstarter.

Please reach out to Kickstarter's Help Center to report potentially fraudulent contact here: https://help.kickstarter.com/hc/en-us/requests/new