Social Support Lead, Trust and Safety Compute

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

Benefits offered by this job

Health, dental, vision, life insurance

401(k) with company match

Paid Time Off: 20 days/year

Sick Time: 40 hours/year (Seattle 69)

Job summary

Google is seeking a Social Support Lead in the Trust & Safety Compute group to drive proactive, multi-channel developer engagement and scale community support workflows across platforms. You will mentor agents, coordinate vendor teams, and implement AI-driven solutions to mitigate risks while ensuring a strong, user-centric experience for developers and partners.

The role emphasizes on-site collaboration at Kirkland, WA or Austin, TX locations, with responsibilities spanning incident management,

Qualifications

• 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.

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

Stakeholder management

Problem solving

Mentoring junior team

Communication

Education

Bachelor's degree or equivalent practical experience

Tools

Data visualization tools

Social management tools

AI tools adoption

Job description

Social Support Lead, Trust and Safety Compute

• Copy link

Google Kirkland, WA, USA ; Austin, TX, USA

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

• Kirkland, WA, USA; Austin, TX, USA

In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include:

• Health, dental, vision, life, disability insurance
• Retirement Benefits: 401(k) with company match
• Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
• Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance
• Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
• Baby Bonding Leave: 18 weeks
• Holidays: 13 paid days per year

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Kirkland, WA, USA; Austin, TX, USA.

• 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.

Preferred qualifications:

• Experience managing "corporate crisis" level events with potential legal or regulatory implications.

Experience managing high-pressure stakeholders and coordinating responses across Legal, PR, and Engineering functions.

• Ability to evaluate unprecedented situations and generate new methods for resolution.
• Exceptional communication and stakeholder management skills, with the ability to influence senior leadership under pressure.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
• Proficiency in data visualization and social management tools.

About the job

We prioritize user experience, promote developer success through consistency and trust, and make the mobile experience the safest it can be across Play, Android & Chrome Web store.

The Developer Support team, within Trust & Safety (T&S) Compute, aims to build trust and minimize friction with the most critical developers within the ecosystem, while also mitigating regional specific user harm. We do this through proactive management and consultation of developers’ policy issues, ongoing outreach and education, identifying sensitive risk areas, and providing a positive publishing experience for our developers.

As a Trust & Safety Analyst, you will drive the transition from a reactive to a proactive, multi-channel engagement model for our global developer and partner ecosystem. You will lead the operationalization of proactive support across external community platforms and forums, ensuring we meet our developers where they actively communicate. You will be responsible for scaling community support workflows and integrating qualitative feedback into the broader trust & safety strategy.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

About the job

We prioritize user experience, promote developer success through consistency and trust, and make the mobile experience the safest it can be across Play, Android & Chrome Web store.

The Developer Support team, within Trust & Safety (T&S) Compute, aims to build trust and minimize friction with the most critical developers within the ecosystem, while also mitigating regional specific user harm. We do this through proactive management and consultation of developers’ policy issues, ongoing outreach and education, identifying sensitive risk areas, and providing a positive publishing experience for our developers.

As a Trust & Safety Analyst, you will drive the transition from a reactive to a proactive, multi-channel engagement model for our global developer and partner ecosystem. You will lead the operationalization of proactive support across external community platforms and forums, ensuring we meet our developers where they actively communicate. You will be responsible for scaling community support workflows and integrating qualitative feedback into the broader trust & safety strategy.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $141000 - $205000 (USD) + 15% bonus target + equity + benefits

• 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.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.