Trust & Safety Analyst

Reed; Singapore; Remote; SGD 60,000 - 80,000; Full time

Job summary

A leading crowdfunding platform is seeking a Trust & Safety Analyst to ensure platform integrity and safety. The ideal candidate must have a Bachelor's degree and at least 2 years of relevant experience, fluent in both Chinese and English. Responsibilities include moderating content, investigating fraudulent activities, and managing user privacy issues. The position supports a fully remote working environment with opportunities for professional growth and great compensation.

Benefits

Opportunities for professional growth

Great compensation and benefits

Fully remote working arrangement

Qualifications

• At least 2 years of Trust & Safety experience.
• Familiarity with applicable industry laws and regulations.
• Experience with ticketed queue work and direct user interaction.
• Ability to operate in ambiguous situations.
• Experience handling sensitive user information.

Responsibilities

• Master team-specific tooling and utilize dashboards to identify suspicious activity.
• Moderate user-generated content and investigate potentially fraudulent activities.
• Provide feedback on vendors and products.
• Work independently, meeting SLAs and metrics.

Skills

Fluent in Chinese

Fluent in English

Trust & Safety experience

Organizational skills

Business judgment

Communication skills

Data tools proficiency

Education

Bachelor's degree

2 years of Trust & Safety experience

Tools

Data tools

Job description

Our client, a leading crowdfunding platform for creative projects across film, games, music, art, design, and technology is seeking a Trust & Safety Analyst to join their dynamic team. This role is crucial for maintaining the integrity and safety of their platform. The ideal candidate will have a deep understanding of Community Guidelines, Privacy Policy, and Terms of Use, and be skilled in handling various safety and privacy concerns.

Day-to-day of the role:

Master team-specific tooling and utilize dashboards to identify suspicious activity.

Process user requests related to account changes, privacy matters, and safety concerns.

Moderate user-generated content, including site content, user submissions, and comments.

Investigate and take action on potentially fraudulent activities 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, and process intellectual property complaints.

Provide feedback on vendors and products, and work with existing and new tools to improve the efficiency, quality, and accuracy of workflows.

Coordinate with payments processor to support users and assist Legal team in preparing responses and gathering 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 ensure they are informed of Trust & Safety actions, updates, and other key information.

Work independently, meeting SLAs and metrics, with the judgement of when to elevate to the Trust & Safety manager.

Required Skills & Qualifications:

Bachelor’s degree or at least 2 years of Trust & Safety experience.

You are fluent in Chinese and English to effectively support global community of creators and backers, particularly those based in China.

Familiarity with applicable industry laws and regulations; intellectual property knowledge is a plus.

Strong organizational skills with an emphasis on meeting deadlines.

Excellent business judgment and communication skills.

Experience with ticketed queue work and direct user interaction, often involving sensitive information.

Comfortable using pre-existing data tools, building new data sets, and applying those outputs to investigations.

Ability to create and update policy and procedure documentation.

Comfortable reviewing sensitive material and maintaining objectivity around rules while respecting context and perspective.

Ability to operate in novel and ambiguous situations, balancing rules, user experience, and the company’s mission and business needs.

Fully remote working arrangement.

Opportunities for professional growth and development.

Great compensation and benefits.

To apply for the Trust & Safety Analyst position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.