Trust & Safety Operations Specialist

As the Contact Experience III, Trust & Safety, you will be responsible for developing and scaling our support model for processing appeals and investigating reports. This will involve continuously defining and operationalizing the strategy for our Trust & Safety Support Model, along with handling and improving the escalations and sensitive ticket operations functions for Trust & Safety.Responsibilities:Design and drive the relevant support vision and strategy for the Trust & Safety Operations team, and collaborate with stakeholders in Scaled Operations, Partner Operations, Product & Tech, and more to make this vision a realityImprove and scale existing T&S operational workflows via process development, workflow optimization, product and tooling improvements, and automation of manual tasksDefine and deliver on operational-level OKRs and service levels, enabling operational excellence across all aspects of the T&S player journeyInput to weekly, monthly, and quarterly business reviews to in still player focus and operational excellence culture across relevant support channelsDefine, launch, and execute various strategic initiatives focused on elevating our support response across our internal teams, customers, and partnersOversee the configuration, customization, and maintenance of our T&S Support Tooling instances, inclusive of Knowledge Management Tools, Support CRMs, and internal tooling for user permissions, application management, ticket routing, and automation rules.Work with Trust & Safety Producers to manage, prioritize, and scope tooling requirements and improvementsSet up processes to identify, track, and escalate trends, emerging issues, and process or policy gaps and opportunitiesHandle T&S escalations processes, ensuring timely and accurate responses as well as identifying gaps and trendsManage sensitive ticket operations, such as child safety and extremist group activityRequired Qualifications:5+ years of Trust & Safety global operations management experienceExperience working with Third Party Tech in an operations environmentExperience with and knowledge of customer support tools and functionsExperience in identifying, managing, and implementing operational improvement initiativesStrong communication and critical thinking skillsDemonstrated record of critical thinking and creative problem solving to address complex, multi-disciplinary challengesThrives in ambiguity and can adapt and lead through dynamic and fast-paced environmentsAbility to check your own bias at the door and make fair, consistent decisions in line with T&S policiesDesired Qualifications:Experience working in Tech and/or the Gaming IndustryIt’s our policy to provide equal employment opportunity for all applicants and employees of Bee Talent Solutions. The Company makes reasonable accommodations for handicapped and disabled employees and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local law, including, but not limited to, the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the Washington Fair Chance Act.Per the Los Angeles County Fair Chance Ordinance, the following core duties may create a basis for disqualifying candidates with relevant criminal histories:Safeguarding confidential and sensitive data while employed by us and while on assignment at a customer of oursCommunication with others, including employees and third parties such as vendors, customers (including their employees), and/or players, including minorsAccessing our or our customer’s assets, secure digital systems, and networksEnsuring a safe interactive environment for players, employees, and temporary workersThese duties are directly related to essential operations, safety, trust, and compliance obligations within our organization and within the organization of any customer to whom you may be assigned while employed by us. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.