Trust and Safety Specialist

SoundCloud empowers artists and fans to connect and share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build and grow their careers by providing them with the most progressive tools, services, and resources. With over 400+ million tracks from 40+ million artists, the future of music is SoundCloud. 

We’re looking for someone compassionate and interested in helping others to join the Trust and Safety Team within the Business and Legal Affairs team from our Berlin office. 

Key Responsibilities:

• Review and respond to customer support reports and automatically flagged content related to potential violations of SoundCloud’s Terms of Use and Community Guidelines (80%+ of the job)
• Work with the rest of the Trust & Safety team to identify emerging safety concerns within the community
• Demonstrate the ability to make consistent, objective decisions in line with our policies 

Background & Experience:

• At least 6 months of experience with trust and safety issues e.g. content moderation or spam prevention
• Customer support experience
• Previous experience with Zendesk (or similar CSM) 
• Excellent written and verbal communication skills and willingness to embrace ambiguity
• Ability to handle sensitive issues with care and grace; calm, can-do attitude
• Strong team player; willing to work collaboratively and cross-functionally to find solutions
• Understanding of SoundCloud community and our brand values
• Must be OK with working the odd weekend

Nice to have:

• Proficiency in languages other than English is a bonus—Spanish, in particular, is a strong plus
• Basic understanding of SQL or similar (you like to investigate patterns and issues by using data)
• Familiarity with identifying and managing compromised or hacked accounts.
• Understanding of scam detection and prevention measures within digital platforms.
• Knowledge of stream ripping and digital content protection practices
• Understanding of data protection regulations (e.g. GDPR)
• You have experience tackling extremist content 
• Previous experience in handling high-profile issues with internal Press teams
• Interest in EU regulations and public affairs

If you’re excited about working with us to support the SoundCloud community, we’d love to hear from you! Please include a cover letter explaining your interest with your resume. 

About us:

• We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)
• We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home
• We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone’s voice, perspective and experience is respected and heard
• We believe a strong team is made by investing in employees through mentorship, workshops and enrichment opportunities

Benefits:

• Not located in Berlin? No worries, we offer extensive relocation support including allowances, one way flights, temporary accommodation and, by partnering with Start, on the ground support on arrival
• Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!
• Employee Stock Ownership Plan
• Generous professional development allowance
• Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually 
• We offer free German courses at beginning, intermediate and advanced
• Various snacks, goodies, and 2 free lunches weekly when at the office

Diversity, Equity and Inclusion at SoundCloud

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us lead what’s next in music by understanding and empowering our creators and fans, no matter their identity. We acknowledge the challenges in the music industry, and strive to influence an inclusive culture where everyone can contribute respectfully and thrive, especially the historically marginalized communities that many of our creators, fans and SoundClouders identify with. We are dedicated to creating an inclusive environment at SoundCloud for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status.

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group. Diversity Resource Groups are employee-organized groups focused on supporting and promoting the interests of a particular underrepresented community in order to build a more inclusive culture at SoundCloud. Anyone can join, whether you share the identity or strive to be an ally.