Trust & Safety Specialist, Content Moderation

About This Role

Strava is the leading digital community for active people with more than 120 million athletes, in more than 190 countries. The platform offers a holistic view of your active lifestyle, no matter where you live, which sport you love and/or what device you use. Everyone belongs on Strava when they are pursuing an active life.

The Trust and Safety Support Specialist (Content Moderation) is part of the Community Management Team at Strava, which is responsible for handling inquiries and feedback from Strava athletes. We are excited to begin the expansion of our safety team in the US to help us with evolving operational needs. This position will work closely with the Trust and Safety leadership team, Legal Counsel, and our Privacy specialists, amongst others, to inform and enforce policy around sensitive topics facing our community.

This role has a unique opportunity to influence how Strava evolves its response to safety issues affecting our community of athletes and will help scale our operations through process improvements, actionable feedback, and cross-functional efforts. Our Trust and Safety Specialists protect athletes by decreasing negative experiences and help Strava maintain an authentic and respectful community. Note: this position will require working Tuesday to Saturday as part of your weekly schedule.

This role is based in the San Francisco office.

For more information on compensation and benefits, please click here.

You’re excited about this opportunity because you will:

• Enforce our Community Standards, Acceptable Use Policy, and internal policies for user-generated content and conduct by reviewing reactive and proactive reports of safety issues and instances of graphic content.
• Produce a consistent number of high-quality responses to our members daily.
• Advocate for product and process improvements based on user feedback. This might include agent or member-facing tools, new features, closing loopholes, mitigating risk, and improving business processes.
• De-escalate sensitive safety situations and/or situations where community standards aren’t upheld with empathy and action-oriented support.
• Identify areas in our policies that need refinement and collaborate with others to improve our product or position on an issue.
• Develop customer-centric insights that will inform policy, operations, and product decisions with an eye toward proactive, scalable, preventative solutions.
• Effectively resolve policy violations between athletes that are escalated to you by other members of the Community Management team.
• Work with the members of the Community team to advocate for users in each market for their safety, customer support, and other community needs.
• Troubleshoot site issues, create bug reports, track updates, and communicate results to the team.

You will be successful here by:

• Embracing ambiguity and change, thriving in an ever-evolving environment of online safety that continuously shifts in unexpected ways.
• Being able to think critically about safety issues and how to address them in creative ways. If you are passionate about user education and remediation strategies, we want to hear from you!
• Working independently when needed, as well as knowing when to get others involved when faced with sensitive topics.
• Seeking operational excellence by paying attention to details, nuances and the evolving complexities of a growing, multi-timezone operations team.

We’re excited about you because:

• You have at least 2+ years of experience in Trust & Safety, Abuse or Online Safety operations, and experience working with Legal, Engineering, and Policy teams;
• You have a background in advocacy, crisis response, dispute mitigation, or emergency response management;
• You have experience with moderating user-to-user communications and interactions.
• You are passionate about online safety and have a drive to develop safety strategies to protect an evolving community;
• You are Idea-driven, confident, and eloquent;
• You naturally maintain high levels of confidentiality while performing investigations;
• You display strong critical and contextual thinking skills with a bias toward action in ambiguous situations;
• You are comfortable with regularly viewing objectionable and graphic content and discussing difficult subjects clearly and calmly;
• You are fluent in any of the following languages: Brazilian Portuguese, Italian, German, French or Dutch.

About Strava

Strava is Swedish for “strive,” which epitomizes who we are and what we do. We’re a passionate and committed team, unified by our mission to connect athletes to what motivates them and help them find their personal best. With billions of activity uploads from all over the world, we have a humbling and adventurous vision: to be the record of the world’s athletic activities and the technology that makes every effort count.

Strava builds software that makes the best part of our athletes’ days even better. Just as we’re deeply committed to unlocking their potential, we’re dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We’re backed by Sequoia Capital, Madrone Partners and Jackson Square Ventures, and we’re expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community. We are continuously striving to hire and engage diverse teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

Despite challenges in the world around us, we are continuing to grow camaraderie and positivity within our culture, and we are unified in our commitment to becoming an antiracist company. We are differentiated by our truly people-first approach, our compassionate leadership, and our belief that we can bring joy and inspiration to athletes’ lives — now more than ever. All to say, it’s a great time to join Strava!

Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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