Trust & User Operations Analyst (Remote)

San Francisco /
Funtown – Trust & Safety /
Full-time
**OPEN TO REMOTE**

Indiegogo is the place to discover clever and unique innovations in tech and design before they go mainstream, including hundreds of products shipping right away. With thousands of projects launching every week, there’s ingenious tech, creative design, and much more around every corner. Our customers are passionate about funding passionate people and so are we! We are a team of committed, results-driven team players who are lucky enough to be able to call “helping people achieve their dreams” our everyday jobs. When people unite around a common goal, anything is possible. 

The Trust & User Operations Team is looking for an Analyst to help provide our customers with exceptional support, be a point person for those extra tough to tackle questions and work toward improving the efficiency of our team. You are someone who is passionate about helping people and problem-solving. You are empathetic yet efficient, articulate, patient, and creative. You’re an operational geek – you love it when everything is in its right place and feel a need to fix it if not. You love providing helpful assistance, through meaningful dialogue with customers and colleagues, alike. You work well in time-sensitive settings and in the face of unfamiliar situations while being a reliable expert to the Trust & User Operations Team and stakeholders in the company.  You're interested in learning about how to create and enforce platform policies. If above all, you are motivated by the chance to help other people achieve their dreams, this is a fit for you.

WHY INDIEGOGO?
Indiegogo is the place to discover clever and unique innovations in tech and design before they go mainstream. With thousands of projects launching every week, there’s ingenious tech, creative design, and much more around every corner. Our customers are passionate about funding passionate people ⁠— and so are we. We are a group of committed, results-driven team players who are lucky enough to be able to call “helping people achieve their dreams” our everyday jobs. When people unite around a common goal, anything is possible.

YOU WILL

      • Delight Indiegogo’s customers by providing them with world-class support to their inquiries via email and any other channels
      • Manage escalations from less tenured representatives
      • Enforce policies (Payment, Community Guidelines, Trust & Safety, etc)
      • Consistently improve the speed and quality of our service, aiming to lower the first response time, improve full resolution time, and increase customer satisfaction
      • Proactively identifies opportunities for improvement in processes and the support Indiegogo offers
      • Track and share customer support insights with the team and other departments
      • Provide and seek out constructive feedback to improve overall team unity and performance
      • Proactively and continually explore new ways to improve Trust & User Operations and Indiegogo
      • May lead cross-functional projects and share insights and enhance customer experience

YOU HAVE

      • BS or BA degree, or equivalent experience
      • 1+ year(s) in Trust & Safety, Fraud Prevention, Risk, Compliance, or Content Moderation
      • Self-motivated and resourceful with the ability to identify and solve problems in a diplomatic fashion
      • Strong interpersonal skills with customers and colleagues
      • Strong instincts, rational reasoning skills, and common sense
      • Outstanding communication skills, including verbal and written
      • Editorial or writing experience - with the ability to compose concise, and accurate written responses to customers, and have a strong affinity for proper grammar
      • Excellent time management and organization skillsAbility to learn quickly and maintain a high-performance level in a fast-paced environment
      • Experience providing excellent customer support, preferred
      • Knowledge of CRM tools (e.g. Zendesk, Salesforce), preferred
REMOTE WORK
This role is open to remote U.S residents. We are currently accepting applications from all parts of the US however International applicants are not currently accepted for the HQ team. Please note that all qualified candidates should have U.S sponsorship or residency to work in the U.S.

Indiegogo is an equal opportunity employer and complies with the San Francisco FCO

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