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. And with billions of activity uploads from all over the world, we have a humbling and audacious 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. And 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.
Strava is committed to becoming an anti-racist company. Learn more about what that means to us by clicking here.
About This Role
The Community Support Representative (Trust and Safety Lead) is part of the Community Management Team at Strava. This team is responsible for handling inquiries and feedback from all Strava members, while this particular position will focus primary on responding to sensitive community issues. The Trust and Safety Lead will also collaborate with Community Management leadership, the Data Protection Officer and in-house legal team to build and enforce policy around these difficult situations.
- De-escalate high touch and/or sensitive safety situations with empathy and action-oriented support.
- Resolve policy violations between athletes.
- Identify areas in our policies that need more clarity and collaborate with others to improve our product or position on an issue.
- Using community feedback, advocate for product and process improvements to close loopholes, mitigate risk and improve business processes.
- Work with the members of the community team to advocate for users in each market for their safety, customer support and other community needs.
- Develop customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable and preventative solutions.
You are extremely organized and have the ability to stay focused and remain cautious, while working quickly and independently whether it’s working remotely or in our office. Other requirements include:
- Experience working with legal teams.
- Ideally candidate will have experience building out the early stages of a trust and safety operation for a growing company.
- Familiar with the challenges that come with new and uncharted territory and have demonstrated success when overcoming such challenges.
- Background in advocacy, crisis response, dispute mitigation or emergency response management.
- Idea-driven, confident and articulate.
- Ability to maintain high levels of confidentiality while performing investigations.
- Passion for dispute resolution and a drive for results.
- Strong critical and contextual thinking skills with a bias toward action in ambiguous situations.
- Comfortable with viewing objectionable content and discussing difficult subjects clearly and calmly.
- Experience with analytics tools.
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.