Trust & Safety Analyst
Location: Singapore
Job Type: Full-time, Remote
Salary: Competitive
Our client, a leading crowdfunding platform for creative projects across film, games, music, art, design, and technology is seeking a Trust & Safety Analyst to join their dynamic team. This role is crucial for maintaining the integrity and safety of their platform. The ideal candidate will have a deep understanding of Community Guidelines, Privacy Policy, and Terms of Use, and be skilled in handling various safety and privacy concerns.
Day-to-day of the role:
• Master team-specific tooling and utilize dashboards to identify suspicious activity.
• Process user requests related to account changes, privacy matters, and safety concerns.
• Moderate user-generated content, including site content, user submissions, and comments.
• Investigate and take action on potentially fraudulent activities such as unknown charges, scam and phishing messages, suspicious project funding, credit card fraud, and card testing.
• Monitor monetary issues such as offsite refunds and chargebacks, and process intellectual property complaints.
• Provide feedback on vendors and products, and work with existing and new tools to improve the efficiency, quality, and accuracy of workflows.
• Coordinate with payments processor to support users and assist Legal team in preparing responses and gathering information related to investigations.
• Develop, maintain, and update standard communications and internal documentation as necessary.
• Build strong relationships with internal stakeholders and work cross-collaboratively to ensure they are informed of Trust & Safety actions, updates, and other key information.
• Work independently, meeting SLAs and metrics, with the judgement of when to escalate to the Trust & Safety manager.
Required Skills & Qualifications:
• Bachelor’s degree or at least 2 years of Trust & Safety experience.
• You are fluent in Chinese and English to effectively support global community of creators and backers, particularly those based in China.
• Familiarity with applicable industry laws and regulations; intellectual property knowledge is a plus.
• Strong organizational skills with an emphasis on meeting deadlines.
• Excellent business judgment and communication skills.
• Experience with ticketed queue work and direct user interaction, often involving sensitive information.
• Comfortable using pre-existing data tools, building new data sets, and applying those outputs to investigations.
• Ability to create and update policy and procedure documentation.
• Comfortable reviewing sensitive material and maintaining objectivity around rules while respecting context and perspective.
• Ability to operate in novel and ambiguous situations, balancing rules, user experience, and the company’s mission and business needs.
Benefits:
• Fully remote working arrangement.
• Opportunities for professional growth and development.
• Great compensation and benefits.
To apply for the Trust & Safety Analyst position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
Gwen Goh Kangping
EA Reg: R1218682