Analyst, Trust & Safety (II)

Kickstarter's Trust and Safety team is passionate about keeping the company safe from bad actors and reputational risk. We lead with curiosity and strive for excellence when communicating with our community about our rules and policies. This team has four primary missions:

• Ensure monetary safety for our users
• Review content for Rules compliance, guideline breaches and Terms of Use violations 
• Uphold policies that best protect our company from litigation and external complaints
• Assist our community with account issues 

We aim to work from clearly defined and evolving policies within open channels of communication across the organization. We hold an emphasis on process and precedent so that we can ensure unilateral enforcement of our guidelines. A comfort with gray area ambiguity is essential, as edge cases and new precedents are presented every day. We lead with empathy towards our users and stakeholders and strive for a great user experience.

Candidates must be based in Singapore.

In this role, you will:

• Master team specific tooling. 
• Possess a deep understanding and knowledge of Kickstarter’s Community Guidelines, Privacy Policy, and Terms of Use.
• Daily work will center around the following tasks, which are subject to change at any time.  
• 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.

About You

• You have a Bachelor’s degree or 2+ years of Trust & Safety experience.
• You are fluent in spoken and written English and Mandarin to effectively support our global community of creators and backers, particularly those based in Greater China.
• You have familiarity with applicable industry laws and regulations;  intellectual property knowledge is a plus.
• You demonstrate strong organizational skills with an emphasis on meeting deadlines.
• You demonstrate excellent business judgment and communication skills.
• You are skilled at identifying potential policy gaps or threats to the company.
• You have experience with ticketed queue work and corresponding directly with users of the platform, often involving sensitive information.
• You are comfortable using pre-existing data tools, building new data sets, and applying those outputs to investigations.
• You demonstrate an eagerness to learn and grow in your role.
• You demonstrate excellent business judgment when evaluating action against existing policy while considering the needs of the business.
• You have experience creating and updating policy and procedure documentation.
• You are comfortable reviewing sensitive material and can maintain objectivity around rules while respecting context and perspective.
• You demonstrate the ability to build relationships with cross-functional stakeholders, driven by a passion to support our users.
• You demonstrate the ability to operate in novel and ambiguous situations, balancing rules, user experience, and Kickstarter’s mission and business needs.