Social Support Lead — AI-Driven Trust & Safety (Hybrid)

Google LLC; Kirkland (WA); Presencial; USD 141.000 - 205.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Paid time off

Sick time

Maternity leave

Baby bonding leave

Paid holidays

Descripción de la vacante

Google is seeking a Trust & Safety Analyst to join the Developer Support team within Trust & Safety Compute. You will drive proactive, multi-channel engagement and scale community support workflows across platforms, transforming social data into actionable insights for cross-functional reporting.

The role emphasizes policy guidance, incident response, and vendor coordination with on-call duties. US-based, with location options in Kirkland, WA or Austin, TX, and a comprehensive benefits package.

Formación

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in operations, Trust & Safety, policy, program management or related fields.
• 3 years of experience in social media monitoring/support, incident management, policy, crisis communications, or business strategy.
• 3 years of experience overseeing vendor-led operational workflows and driving process improvements with an AI first approach.

Responsabilidades

• Lead operationalization of community channels and analytics for cross-functional reporting.
• Manage monitoring workflows to resolve developer issues and reputational risks.
• Drive automation and AI tool adoption to enhance response capacity.
• Coordinate vendor teams, mentor agents on empathetic, human-centered responses.
• Perform on-call duties including weekends and holidays.

Conocimientos

Operations experience

Trust & Safety

Policy management

Crisis communications

AI-first approach

Vendor management

Educación

Bachelor's degree or equivalent

Herramientas

Data visualization tools

Social management tools

Descripción del empleo

Google is seeking a Trust & Safety Analyst to join the Developer Support team within Trust & Safety Compute. You will drive proactive, multi-channel engagement and scale community support workflows across platforms, transforming social data into actionable insights for cross-functional reporting.

The role emphasizes policy guidance, incident response, and vendor coordination with on-call duties. US-based, with location options in Kirkland, WA or Austin, TX, and a comprehensive benefits package.