About Passes
Passes is a leading platform dedicated to empowering creators and fostering meaningful connections with their audiences. We are committed to providing innovative solutions that help creators grow and thrive in the digital landscape. Join us and be a part of a team that is shaping the future of the creator economy.
Position Overview
We are seeking a data-driven, systems-savvy, and policy-experienced Trust & Safety Program Manager to join our team, focused on making a safe environment for Passes creators and fans. This role will be pivotal in ensuring we scale a compliant and fraud-free platform for all Passes stakeholders, driving implementing T&S products, policies, and guardrails, and maintaining a consistent, reliable, and prevention-heavy approach to the program.
Key Responsibilities
- Creating a safe and trusted environment for creators & fans :
Troubleshoot potential fraud, moderation, and compliance requests of stakeholders reaching out through a variety of support channels
Collaborate with internal teams and external stakeholders to resolve urgent T&S issues by employing effective escalation procedures and risk mitigation measuresAdhere to key experience SLAs and focus on achieving northstar metrics targets to ensure Passes delivers an amazing support experienceBuild Scalable Support Documentation and Processes :Identify and deliver key resources and initiatives that establish foundations of Passes' preventative and proactive Trust & Safety philosophy
Identify opportunities for improvement across different trust & safety functions and assist with delivering key operational adjustments to day-to-day trust & safety processesAssist with defining, documenting, and deploying best-in-class standard operating procedures for T&SDefine overall T&S strategy and roadmap that positions Passes as a gold standard for adhering to global compliance and regulatory requirements within the industryHelp deploy a variety of key Trust & Safety programs that focus on scaling the function and establish long-term trust with Passes creators and fansEstablish Trust & Safety guardrails and best practices for the Passes business :Own, monitor, improve, and report on key Trust & Safety metrics and KPIs
Serve as the expert and advisor for developing best-in-class T&S guidelines and operationsShare and consolidate relevant customer T&S feedback to guide engineering and product prioritizationEducate stakeholders on new and existing T&S workflows, SOPs, and protocols that protect the experience of creators and fans inside and outside the platformLead policy development, maintenance, and deployment for all T&S programsQualifications
3-4 years of proven experience in a support and / or Trust & Safety role under a customer service environment, Trust & Safety team, social media platform, or similar function.Excellent data-driven and critical thinking skills that help with defining strategic focus areas and standard investigative procedures that create the building blocks of a full-blown T&S forensics operationEffective communication (written and verbal) and interpersonal skills and background in efficiently deploying policies that require legal and stakeholder feedbackProven ability to deliver strong and consistent Trust & Safety metrics under a high-pressure environmentExperience with writing business and technical processesPassion for the creator economy and supporting the success of creators.Plus : Certification with project management or data analytics tools and softwarePlus : Certification under related Trust & Safety programs (e.g. fraud, moderation, risk mitigation, and policy creation)Plus : Experience w / ZendeskBenefits
Competitive salary and equity package.Comprehensive health, dental, and vision insurance.401(k) plan.Unlimited PTO.Professional development opportunities and continuous learning support.Flexible work environment with opportunities for remote work.Passes is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
