Trust & Safety Support Lead, ClassDojo

• You have 5+ years responding to escalated customer service requests with ticketing software such as Zendesk
• You have created new standard operating protocols and trained new team members onto them
• You are comfortable handling sensitive communications and subject matter
• You have excellent written and verbal communication skills and are comfortable interacting with a variety of audiences
• You are comfortable managing your own schedule for follow through on all needed tasks
• You want to work in a fast-moving company with high expectations

Desirable

• We are hiring a Trust & Safety support lead to handle sensitive tickets coming from a variety of users. This can be parents, teachers, tutors, school leaders, children, and even government bodies
• This is a critical role to provide our community the right support as we continue to scale multiple products. It is a small team where your feedback and ideas will have significant influence
• Lead a team of specialists to accurately respond to escalated customer support tickets in a timely fashion
• Identify and document product and process improvements that you are observing from customer interactions
• Uplevel our team by enhancing training materials of our privacy/safety customer support protocols and bring on new team members as needed
• Work with legal, trust & safety, product teams, and leadership to respond to highly sensitive issues