Trust & Safety Associate

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

This hybrid position requires two days per week in our Denver office.

About you 

You’re a connector who puts people first and values the lasting ​partnerships you’ll build. You’re an active listener who cares about the stories people share and are energized by communication and collaboration. You love learning new things and are known for bringing innovative perspectives and questions to the table. You’re deadline and results-driven, passionate about creating new processes, systems, and best practices that help your internal partners do their best work.

About this role 

At Udemy, trust is the cornerstone of our success, and as a marketplace, we take pride in being a fair platform. To uphold this trust among our students and instructors, we believe in having clear and reasonable rules and enforcing them consistently. As a Trust & Safety Associate, you will play a critical role in handling the toughest and most sensitive cases. Your responsibility will be to enforce our policies consistently and effectively communicate the reasoning behind our decisions. You will possess an in-depth understanding of our marketplace policies, their enforcement, and the nuances within gray areas, which will be invaluable in assisting our contract team with challenging decisions to ensure judgment and enforcement consistency. Furthermore, you'll collaborate closely with the Legal and Business teams to develop appropriate messaging for sensitive cases and facilitate the customer side of any resolution.

What you'll be doing

• Process Improvement and Policy Development:
  • Identify policies requiring clarity and collaborate with the team to drive process improvements.
  • Develop and maintain customer-centric insights to inform policy and product decisions.
• Autonomous Project Prioritization:
  • Exercise autonomy in prioritizing projects with remote agent teams across global offices.
  • Investigate complicated cases related to Trust and Safety issues and ensure effective resolution.
• Cross-functional Collaboration:
  • Work closely with Legal, Product, and Engineering teams to assess risks and develop solutions to potential Trust and Safety concerns.
  • Coordinate with Customer Support and Content Moderation teams to ensure effective policy implementation and enforcement.
• Ticket Escalation Management:
• • Manage ticket escalations and case ticket queues across various work streams within the Trust and Safety domain.
  • Handle white glove, sensitive, and legally-oriented cases, collaborating with cross-functional teams such as Communications and Legal.
• Performance Tracking and Monitoring:
  • Implement tracking and monitoring systems for performance of service delivery through all ticketing channels.
  • Analyze trends in platform abuse, fraud, and other violations to inform policy improvements.
• Investigation and Response Coordination:
  • Conduct thorough investigations related to policy violations on the Udemy platform.
  • Coordinate responses, gather evidence, and ensure adherence to established protocols.
• Documentation Maintenance:
  • Draft and maintain Trust and Safety policies, standards, and procedures for remote agents.
  • Ensure ongoing adherence to established guidelines and procedures to ensure safety of users on the Udemy platform.

What you’ll have

• 3+ years of hands-on experience in Trust & Safety, Customer Service, Technical support, or Risk Management, specifically emphasizing on resolving user related issues.
• Proven track record in handling escalation email tickets and adept at the efficient management of service tickets.
• Possess foundational expertise in SQL and Microsoft Excel, enabling the execution of analyses ranging from simple to moderately complex tasks.
• Demonstrate proficiency in effectively managing agent quality and optimizing output in remote teams across diverse geographical locations.
• Exhibit exceptional verbal and written communication skills, emphasizing the ability to articulate complex situations with clarity.
• Possess the skill to tailor messaging appropriately for diverse audiences, ensuring effective and precise communication.

About your Skills

• Policy Understanding & Enforce