Solutions Consultant II- Trust & Safety

ABOUT the company

The company powers real-time Chat [link for members] Video [link for members] Activity Feeds [link for members] and AI Moderation [link for members] for more than 1 billion end users across 4,000+ apps, from Strava and Bumble to eBay and Patreon. Our platform processes billions of API requests per month and supports applications with millions of concurrent users, while delivering highly reliable, low-latency services and a great developer experience.

THE ROLE

We're looking for a Solutions Consultant II, Trust & Safety to join the company on our mission of elevating the quality of apps for billions of users globally. You'll own the customer side of our AI Moderation product: getting new customers live, keeping their setup accurate as their communities change, and making their moderation teams fast and confident in the product.

This is a full-time, remote role for people based in the US in the Mountain, Central or Eastern time zone.

WHAT YOU'LL WORK ON

AI Moderation is one of the fastest-growing parts of the company. Customers use it to detect harmful text, images, video and audio in real time, set up policies and automated actions, and review what's left in a moderation queue their teams work in every day. You'll report to our GTM Lead for AI Moderation and own each customer's journey from late-stage deals and pilots, through onboarding, to the ongoing relationship. Sales and Solutions Engineering own the deal with you alongside them. Our engineers own the detection models themselves. You own whether each customer's configuration actually works for their community. Many of our customers don't have an in-house Trust & Safety team, so you'll often be the most experienced moderation person in the room. There's no settled onboarding playbook yet, so you'll build it.

JOB RESPONSIBILITIES

• Run onboarding end to end: kickoff, policy design, configuration, testing and go-live, with a clear go-live bar agreed with each customer and both sides kept aligned on timeline and open items.

• Turn guidelines into configuration: translate a customer's written community guidelines into policies, harm categories, thresholds, blocklists and automated actions in the the company dashboard.

• Tune customer setups: review flagged and missed content, find where a customer's configuration causes false positives or misses, and adjust it to improve precision and recall.

• Own escalations: when moderation behaves unexpectedly, dig into flagged content and API responses, and work with our engineers to get to the root cause.

• Support integrations: help customer engineering teams with API questions, webhook setup and getting moderation events into their own systems.

• Enable customer teams: train moderators and T&S leads on the review queue, dashboard, rule builder and reporting, and build the playbooks, vertical templates and tuning checklists that make onboarding repeatable.

• Show the value: run check-ins and business reviews that tie moderation results to each customer's own goals, support renewals and expansion, and bring prioritized, evidence-backed customer needs to Product.

ABOUT YOU

You like owning the whole customer relationship, from the first configuration call to the business review a year later. You're technical enough to read an API response and explain why a rule fired, but you don't want to write production code. You keep several projects moving at once and you're honest about where each one stands. You'll work closely with our engineering team in Europe, so you'll need regular overlap with European morning hours. This role means reviewing harmful content, including harassment, hate speech and NSFW imagery, as part of tuning and diagnosis. We take reviewer wellbeing seriously and will talk about it openly in the process. If you want a defined process to follow, or prefer a narrow role in a large CS team, this probably isn't the right fit.

YOU HAVE

• 3+ years in a customer-facing role at a technical or SaaS company: customer success, implementation, solutions consulting, technical account management, professional services, or Trust & Safety operations with external stakeholders.

• A working understanding of APIs and webhooks, enough to answer basic integration questions without pulling in an engineer. No coding required.

• Strong project management: you can run several onboardings in parallel and keep each one on track.

• An analytical habit: you answer "is this actually working?" with data.

• Clear written and spoken communication, whether you're training a room of moderators or presenting to a customer's leadership.

• Willingness to review difficult and harmful content as part of the job.

BONUS POINTS

• Direct Trust & Safety, content moderation or community operations experience, in-house at a platform, at a BPO or vendor, or at a moderation tooling company.

• Familiarity with policy taxonomies, harm categories, precision and recall tradeoffs, appeals, and CSAM reporting obligations.

• Working knowledge of online safety regulation such as the DSA, OSA, COPPA and the EU AI Act.

• Experience with chat, social, gaming, marketplace or dating platforms.

• Experience building enablement content or customer-facing documentation from scratch.

WHAT MAKES THIS ROLE EXCITING

• You're an early hire on the customer side of AI Moderation, so you'll shape how onboarding and tuning work instead of inheriting a process.

• Your work is visible: Trust & Safety leaders decide whether to buy and renew based on how good onboarding and tuning are.

• Within your first year, the goal is for most of our moderation customers to be in a regular rhythm of check-ins with you, with you owning retention for the moderation book.

• You'll work hands-on in the company's moderation dashboard, rule builder, review queue, APIs and webhooks.

WHY JOIN the company?

We're a Series B company with offices in Boulder, Amsterdam, Skopje and Toronto, and a team of 140+ people from 37 nationalities. We're backed by Felicis Ventures, GGV Capital, 01 Advisors, Techstars, and Arthur Ventures, with angels including Dick Costolo (ex-CEO of Twitter), Olivier Pomel (CEO of Datadog), Tom Preston-Werner (co-founder of GitHub), and Nicolas Dessaigne (co-founder of Algolia).

We'll be straight with you: a startup is more demanding than a large company. There's no fixed playbook, you'll own things end to end, and you'll sometimes pick up work outside your title. That's also what makes it a fast place to grow. If you want real ownership and high scale more than structure and a set career ladder, you'll feel at home here.

WHAT WE HAVE TO OFFER YOU

Note: this list of benefits applies to Colorado-based employees and is adjusted per your location of residence.

The company employees enjoy some of the best job benefits in the industry:

• 19+ days of paid time off plus 10 paid holidays

• Free health insurance for the employee and partial coverage for dependents (80% contribution coverage for health and 100% for dental and vision)

• 401k contribution plan with 4% match

• Fitness stipend

• Company equity

• Dog-friendly office!

• A Macbook Pro provided

• A Learning and Development budget

• Team lunches and plenty of snacks

• RTD pass + free parking pass on Pearl Street

• An office on Pearl Street in downtown Boulder

• 12 weeks paid parental leave for primary parents

• The opportunity to attend or present to global conferences and meetups

• The possibility to visit our office in Amsterdam

Salary (for Colorado only): Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate's skills, level of experience, and location. For Colorado-based candidates, the salary range for this position is $100k -130k On target earnings. Compensation at all other locations will be based on the factors as stated above.

OUR CULTURE

The company has a casual social culture, our team is diverse and we all have different backgrounds. Now, the company is a team of over 140+ peers from over 35 countries across the globe.

We value transparency, aim for excellence, and support each other on our way to new victories.

Our team consists of the strongest talents all over the world, which makes the company a great place to learn and improve your skills.

When it comes to software engineering jobs, our culture is oriented towards ownership and quality: our goal is to deliver stable software.

If you are interested in becoming a part of what we do, apply for this vacancy now!

Hybrid office policy: applicants based (or relocating to) one of our office locations are expected to work according to the applicable local office attendance policy.

Equal opportunity employer statement: the company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Note for external recruiters: We currently have this role covered and do not accept unsolicited agency resumes. We are not responsible for any fees related to unsolicited resumes.