Analyst, Trust & Safety (II)

Bachelor's degree or 2+ years of Trust & Safety experience. Fluent in spoken and written English and Mandarin. 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. Skilled at identifying potential policy gaps or threats to the company. Experience with ticketed queue work and corresponding directly with users of the platform, often involving sensitive information. Comfortable using pre-existing data tools, building new data sets, and applying those outputs to investigations. Eagerness to learn and grow in your role. Excellent business judgment when evaluating action against existing policy while considering the needs of the business. Experience creating and updating policy and procedure documentation. Comfortable reviewing sensitive material and can maintain objectivity around rules while respecting context and perspective. Ability to build relationships with cross-functional stakeholders, driven by a passion to support our users. Ability to operate in novel and ambiguous situations, balancing rules, user experience, and Kickstarter’s mission and business needs.

Process user requests related to account changes, privacy matters, and safety concerns. Moderate user generated content by reviewing site content, user submissions, and user comments. Investigate and take action on possibly fraudulent activity 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. Process intellectual property complaints. Utilize dashboards to identify suspicious activity. Provide feedback on vendors and products. Work with existing and new tools to improve efficiency, quality and accuracy of our workflows Coordinate with our payments processor to support users. Assist our Legal team, preparing responses and gathering underlying 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. Works independently, meeting SLAs and metrics, with the judgement of when to escalate to the Trust & Safety manager.