Safety Support Specialist, Registration
About Vercel:
Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Vercel enables customers like Under Armour, Nintendo, The Washington Post, Porsche, and Zapier to build dynamic user experiences on the web.
At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.
About the Role:
Vercel is looking for a Safety Support Specialist who is passionate about online safety and has experience handling high-volume case work, evaluating new user risk.
You’ll be successful in this role if you have strong attention to detail, improve processes to balance efficiency while minimizing risk, and work cross-functionally with other departments to provide feedback on user workflows. You may periodically need to review sensitive content that may be explicit, while balancing emotional self-regulation and empathy in communications.
You will partner with our Trust and Safety team to develop operational workflows and proactively prevent abusive content.
Due to the nature of Safety Support work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing.
What You Will Do:
- Manage a high-volume of reactive tickets (new user reviews, suspended account reviews, and malicious, illegal, or sensitive content).
- Review & improve sign-up abuse tooling, workflows, and report handling.
- Thoroughly review reports to compile clearly documented case information, then take appropriate, consistent action as defined by operational policies.
- Interface with partners and customers to resolve issues, while maintaining professionalism and excellent customer service.
- Employ critical thinking, emotional intelligence and creative problem-solving skills while navigating sensitive and nuanced safety concerns.
- Support improvement initiatives by analyzing reports, influencing policy development and executing projects to enhance existing workflows.
About You:
- 3+ years’ of experience in user or content review, within a Trust & Safety team (or equivalent)
- Excellent verbal & written communication skills
- Comfortable working asynchronously in a fully remote environment to resolve complex and sensitive problems
- Ability to logically assess situations, document rationale, and problem-solve ambiguous challenges, both independently and with peers
- Ability to handle highly sensitive matters with discretion and poise
- Availability to work within an on-call rota
Bonus If You:
- Experience with Salesforce, Notion, Twilio and/or Sift
- Experience in Customer Support
- Experience in Crisis Management, Sensitivity Training, Claims Liability, or Incident Management
Benefits:
- Great compensation package and stock options.
- Inclusive Healthcare Package.
- Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
- Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.
- Remote Friendly - Work with teammates from different time zones across the globe.
- We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.
The San Francisco, CA base pay range for this role is $87,000.00 - $113,000.00. This salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location. The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.
Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.