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Senior Trust & Safety Associate 🔥


As a marketplace, trust is central to our success, and one of Udemy’s most important roles is as that of a fair platform. To maintain that trust from our students and instructors, we need to have a clear and reasonable set of rules, and enforce those rules consistently. In this role, you will be responsible for the hardest or most sensitive cases, enforcing a consistent policy and communicating the decision our reasons effectively. You’ll be intimately familiar with our marketplace policies, how they are enforced, and what the grey areas around a policy look like, and will help our contract team when they have difficult decisions. You will have opportunities to develop policy, write internal and external content, and train remote teams to ensure consistency in judgement and enforcement. You’ll also work closely with Legal and Brand teams to craft the right messaging for sensitive cases, and execute the customer side of any resolution.

What you’ll do:

  • Effectively resolve sensitive policy violations with instructors or students escalated to you by remote agents or other members of the Udemy team.
  • Identify areas in our policies that need more clarity, and work with team to drive policy development that supports the company’s goals.
  • Inform Udemy’s marketplace policies to make sure that both students and instructors are governed fairly.
  • Craft messaging on sensitive policy issues in coordination with other teams like Support, Legal, Corporate Communications, Product, Community, Instructor Account Management.
  • Develop customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.

We’re excited about you because you’ll have:

  • 3+ years of experience in a Trust & Safety role working with user-generated content, with a strong preference for experience at a platform with a two-sided marketplace.
  • Exceptional verbal and written communication skills. Experience synthesizing complex situations and crafting messaging for audiences large and small.
  • A hyperactive sense of customer empathy, ability to understand all sides of a situation and respond with a human touch while efficiently scaling.
  • Convicted but open-minded — you have a strong moral and business sense, but are able to adapt based on what we learn over time.
  • Self-motivated, solid team player, willing to step outside of your role and chip in whenever necessary to achieve success.
  • Understanding of SQL and Excel or willingness to learn.

#LI-EB1

About Udemy

We believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity,passion, and teamwork. We also celebrate our milestones and support each other every day.

Founded in 2010, Udemy is publicly traded and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).

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