About this Role:
Strava is Swedish for “strive,” which epitomizes our attitude and ambition: We’re a passionate and committed team, unified by our mission to build the most engaged community of athletes in the world. Every day, we’re searching for new ways to inspire athletes and make the sports they love even more fun. But it’s not only about achieving – we’re an inclusive team, dedicated to elevating each other and the members of our community. That balanced approach has helped us revolutionize our industry, and we’re just getting started. Millions of athletes are on Strava, millions more will come. When you’re ready for a challenge and a team that will support you along the way, join us.
The Trust and Safety Support Representative 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 Trust and Safety Manager, Legal Counsel, and the Data Protection Officer, amongst others, to inform and enforce policy around sensitive topics facing our community.
This role has an outstanding opportunity to influence how Strava evolves its response to safety issues affecting our community of athletes and will help scale our operations through process improvements, actionable feedback and cross-functional efforts. Our Trust and Safety Specialists protect athletes by decreasing negative experiences and help Strava maintain an authentic and respectful community.
- Enforce our community standards and internal policies for user generated content and conduct by reviewing reactive and proactive reports of safety issues and instances of graphic content.
- Respond to member inquiries regarding trust and safety as well as provide general assistance with site functionality and application troubleshooting.
- Produce a consistent number of high quality responses to our members on a daily basis.
- 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 refinement, and collaborate with others to improve our product, or position on an issue.
- Develop customer-centric insights that will inform policy, operations and product decisions, with an eye toward proactive, scalable, preventative solutions.
- Effectively resolve policy violations between athletes that are escalated to you by other members of the Community Management team.
- Work with the members of the Community team to advocate for users in each market for their safety, customer support and other community needs.
- Troubleshoot site issues, create bug reports, track updates and communicate results to the team.
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 experience working with legal, engineering or policy teams;
- Background in advocacy, crisis response, dispute mitigation, or emergency response management;
- Passion for online safety and a drive for developing safety strategies to protect an evolving community;
- Idea-driven, confident and articulate;
- Maintaining high levels of confidentiality while performing investigations;
- 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;
- Fluency in any of the following languages is a plus: Spanish, Brazilian Portuguese, Italian, German, French or Dutch.
In your cover letter please include responses to the following questions:
- What excites you about working for the Strava Trust & Safety team?
- What excites you about this position?
- Are you familiar with the Strava platform? If so, please suggest a product improvement or any observations you might have about it.
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.
In light of the global pandemic, Strava is currently working in a fully remote capacity. As always, we remain committed to fully supporting our employees, especially their mental health and wellbeing, through these challenging times. Despite challenges in the world around us, we are continuing to grow camaraderie and positivity within our culture and we are unified in our commitment to becoming an antiracist company. We are differentiated by our truly people-first approach, our compassionate leadership, and our belief that we can bring joy and inspiration to athletes’ lives — now more than ever. All to say, it’s a great time to join Strava!
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
This job description was posted in 2020.