Trust & Safety Analyst and Customer Advocate

TrustLab; Austin (TX); Hybrid; USD 60,000 - 100,000; Full time

Job summary

An innovative startup is seeking a dedicated analyst to enhance customer success and advocate for clients' needs. In this dynamic role, you will collaborate with various teams to develop tailored solutions and ensure customers derive maximum value from our offerings. You'll play a crucial part in fostering relationships and improving our products while navigating the fast-paced environment of a rapidly growing company. If you're passionate about making a difference in the realm of online safety and customer experience, this is the perfect opportunity for you to thrive and grow.

Benefits

Competitive compensation package with stock options

Comprehensive health insurance

Hybrid work setup

Individual wellness stipend

Professional development opportunities

Qualifications

• Experience in Customer Success or working with external partners.
• Strong analytical and problem-solving abilities with a data-driven mindset.

Responsibilities

• Onboard new customers and identify their needs.
• Analyze and improve product and service experiences.
• Build strong relationships with customers to exceed expectations.

Skills

Customer Success

Analytical Skills

Problem-Solving

Data-Driven Decision Making

Content Moderation Knowledge

Education

Bachelor’s Degree

Job description

Only candidates in Texas, New York and the San Francisco Bay Area (hybrid) will be considered.

Who we are:

Online misinformation, hate speech, child endangerment, and extreme violence are some of the world's most critical and complex problems. TrustLab is a fast-growing, VC-backed startup, founded by ex-Google, TikTok and Reddit executives determined to use software engineering, ML, and data science to tackle these challenges and make the internet healthier and safer for everyone. If you’re interested in working with the world’s largest social media companies and online platforms, and building technologies to mitigate these issues, you’ve come to the right place.

What you’ll do:

As an analyst and customer advocate you are responsible for ensuring that TrustLab’s customers are getting the most value out of using our products and services. You will work closely with the policy, operations, product, and engineering teams to develop and implement individual solutions and customer success plans. You are TrustLab’s primary contact with key customers to build strong relationships and provide them with a stellar support experience. You are proactive and constantly challenge yourself and others to improve TrustLab’s product and service experience, and find ways to go above and beyond to increase the value we provide to our customers.

Responsibilities

1. Onboarding new customers, working with existing customers and proactively identifying customer needs and desired outcomes.
2. Investigating, analyzing and improving the way our product and services work for our customers.
3. Fostering trustworthy and highly communicative relationships with customers to ensure that TrustLab is exceeding its customers’ expectations.
4. Deeply understanding how our products work, and maintaining a desire and interest in contributing to making it work better for our customers.

Minimum Qualifications

1. Relevant experience in Customer Success or working with external partners, preferably in the context of delivering Trust & Safety-related products or services.
2. Some experience working with technical products and services, and a track record investigating, analyzing and making improvements to existing cases or systems using data.
3. Strong analytical and problem-solving abilities, with a data-driven mindset to drive decision-making and continuous improvement.
4. Deep knowledge of online platforms, content moderation or other aspects of Trust & Safety work.
5. Ability to thrive in a fast paced, dynamic startup environment.

Preferred Qualifications

1. Bachelor’s degree from an accredited university.
2. Previous experience managing customer experience for a B2B start-up.

Opportunities + Perks

1. Competitive total compensation package with stock options at a rapidly growing Series A, VC-backed startup.
2. Comprehensive health insurance packages.
3. Hybrid work setup. Join our team in person in either Austin or New York City.
4. Individual wellness stipend.
5. Professional development opportunities.
6. Influence new product direction from idea to commercialization.
7. Help develop critical tech to solve one of the 21st century’s trickiest societal problems.