About Strava

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 Trust and Safety Support Manager is part of the Community Management Team at Strava, which is responsible for handling inquiries and feedback from Strava members. This position will work closely with the Community Management leadership team, Legal Counsel, and the Data Protection Officer, to build and enforce policy around sensitive topics facing our community. 

Responsibilities include:

  • Manage a team of 2+, which will assist you in enforcing policy and moderating content
  • Respond to member inquiries regarding trust and safety as well as providing general assistance with site functionality and application troubleshooting.
  • Produce a consistent number of high quality responses to our members on a daily basis.
  • Troubleshoot site issues, create bug reports, track updates and communicate results to the team.
  • Build business cases and advocate for product and process improvements based on user feedback. This might include agent or member facing tools, new features, closing loopholes, mitigating risk, and improving business processes.
  • De-escalate sensitive safety situations and/or situations where community standards aren’t upheld with empathy and action-oriented support.
  • Identify areas in our policies that need more clarity, and collaborate with others to improve our product, or position on an issue.
  • Develop customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.
  • Optimize cross-functional workflow to streamline policy enforcement and management
  • Effectively resolve policy violations between athletes that are escalated to you by remote agents or other reps.
  • Work with the members of the community team to advocate for users in each market for their safety, customer support and other community needs.

About You

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:

  • You have at least 2 years of experience managing a team of 2+
  • You have experience collaborating with legal teams
  • Background in advocacy, crisis response, dispute mitigation, or emergency response management
  • Idea-driven, confident and articulate
  • Maintaining 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

In your cover letter please include responses to the following questions:

  • What excites you about working for the Strava Community Management team?
  • What excites you about this position?
  • Are you familiar with the Strava platform? If so, please include a link to your profile. 
  • Are you fluent in any other languages? If so, please translate your cover letter into this language.

 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.

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Strava are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.