Lead, Social Support — Trust & Safety Compute

Google LLC; Austin (TX); On-site; USD 141,000 - 205,000; Full time

Job summary

Google LLC in the United States is seeking a Social Support Lead for Trust and Safety Compute. The role focuses on scaling proactive support, transforming social data into actionable insights, and reducing risk across platforms.

You will drive multi-channel engagement, mentor agents, and coordinate vendor efforts to ensure a fast, empathetic, and effective response to developer issues while aligning with trust and safety strategies.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7+ years in operations, trust & safety, policy, program management or related fields.
• 3+ years in social media monitoring/support, incident management, policy, crisis communications, or business strategy.
• 3+ years overseeing vendor-led workflows and AI-driven process improvements.

Responsibilities

• Lead operationalization of community channels, managing technical configurations, and architecting analytics infrastructure to transform social data into visual intelligence for cross-functional reporting.
• Manage monitoring workflows to resolve developer issues and proactively identify reputational risks across platforms, even where official handles are not mentioned.
• Drive the adoption of automation and AI tools through cross-functional partnerships to enhance response capacity and solve critical developer pain points.
• Coordinate vendor teams by providing SME guidance and quality audits while mentoring agents on empathetic, human-centered response strategies.
• Perform on-call responsibilities on a rotating basis, including weekend coverage/holidays.

Skills

Operations management

Policy & program management

Crisis management

Social media monitoring

Education

Bachelor's degree or equivalent

Tools

Data visualization tools

Social management tools

Job description

Google LLC in the United States is seeking a Social Support Lead for Trust and Safety Compute. The role focuses on scaling proactive support, transforming social data into actionable insights, and reducing risk across platforms.

You will drive multi-channel engagement, mentor agents, and coordinate vendor efforts to ensure a fast, empathetic, and effective response to developer issues while aligning with trust and safety strategies.