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.
- 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.
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.