Member Safety Support Specialist

2 months ago

London, United Kingdom Bumble Full time

Bumble is looking for a highly motivated Safety Support Specialist to join the quickly growing Member Safety team for a contract role until the end of the year.

This role will be responsible for making decisions on complex and sensitive safety-related customer service and moderation cases, including determining whether content should be removed or allowed to remain on the platform in line with our investigative framework, platform policies and moderation standards across all our platforms (Bumble, Badoo and Fruitz). The Safety Support Specialist will play a critical role in enhancing our customer service.

Safety is embedded in Bumble Inc.’s mission of creating a world where all relationships are healthy and equitable. Member Safety is the centralised and dedicated team focused on:
- Preventing safety incidents and harmful content- Providing a trauma-informed, empathetic response to members- Developing policies and standards that govern and adjudicate responsible, safe, inclusive, and respectful behaviour and content across all Bumble Inc. platforms
- Please note this role will require work one weekend day per week._

KEY ACCOUNTABILITIES- Make decisions on complex and sensitive safety-related customer service and moderation cases, including determining whether content should be removed or allowed to remain on the platform in line with our investigative framework, platform policies and moderation standards, and deciding whether cases should be escalated to our critical operations teams.- Investigate and resolve reported safety escalations across multiple customer service channels in a timely and effective manner.- Handle traumatic, sensitive and potentially offensive content with empathy and professionalism, while prioritising safety and well-being of our members.- Respond to high-pressure escalations and grey areas, working with cross-functional teams as needed to resolve issues quickly while putting our members first.- Contribute to the development and documentation of operational guidelines and policies, key workflow changes, and Community Guidelines.- Collaborate with cross-functional partners to help improve efficiency and provide coaching and guidance to internal teams’ on trust and safety issues, as the representative of our members.- Compile documentation regarding issue resolution to inform escalation decision-making, and policy development.- Support cross-functional efforts to minimise risks to the business and brand reputation by achieving individual targets and established SLAs.- Assist with safety operations and cross-functional projects.

EXPERIENCE WE ARE LOOKING FOR- Experience in investigations, internet safety, or equivalent environment (Trust and Safety sector).- English language fluency is a must - including flawless spelling and grammar. Major bonus points if you’re fluent in an additional language-particularly Spanish, French, German, and Portuguese.- Demonstrated experience in content moderation or similar functions in a fast-paced, often high-pressure environment.- Experience in the third sector (e.g. answering phones or online chat support for suicide prevention or domestic/sexual violence hotline). (Bonus)

ABOUT YOU- You are detail-oriented; accuracy is critical, with the ability to manage competing priorities and meet deadlines.- You are comfortable in a fast-paced, remote work environment where you communicate daily with world-class talent from our global teams.- Excellent decision-making skills, with the ability to balance the needs of the company with the needs of its members.- You are positive and committed with a 'can-do' attitude and a flexible approach.- You’re passionate about safeguarding our community with empathy and compassion.- You have strong conflict management skills and are able to prioritise a high volume of cases based on urgency and importance.- You embrace a sprint-based approach, where no other week is the same.- You embody Bumble’s mission and core values.

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