Social Support Lead, Trust and Safety Compute

Google; Austin (TX); Hybrid; USD 141,000 - 205,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Paid time off

Job summary

Google seeks a Trust & Safety Analyst to scale proactive support for developers worldwide. You will drive multi-channel engagement across external platforms, scale community workflows, and turn qualitative feedback into trust & safety strategy.

This role reports to Trust & Safety Compute and requires coordination with Legal, PR, and Engineering teams, plus on-call duties and vendor oversight. Salary details include USD and equity benefits.

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

Skills

Operations leadership

Policy/program management

Social media monitoring

Crisis communications

Vendor management

Education

Bachelor's degree or equivalent practical experience

Job description

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

Minimum 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.

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.

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

Responsibilities

Learn more about benefits at Google.

• 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 workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.