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Senior Manager, Trust and Safety

Customer Success
Remote (United StatesCanada)
Full Time
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About Vercel:

At Vercel, we are building an open-source developer tools platform that enables developers to build and iterate on the web without sinking time and money into DevOps. We are a remote-first and globally distributed team and we want to shape the future of the web by making cloud computing accessible to everyone. Our philosophy is based on the principles of learning, collaboration, transparency, experimentation, and passion.

  • We are goal-driven and dedicated

  • We use our own tools every day

  • We thrive together with our community

  • We are customer-obsessed

  • We believe in people's ability to grow

About the Role:

Vercel is looking for a Senior Manager, Trust and Safety, to scale and run the Trust and Safety team at Vercel, in order to continue providing an exceptional service to our customers, along with those reporting terms of service breaches. This role has significant scope to build out a large part of the team and is therefore best suited to someone with the experience of doing so before in a fast paced organisation.

The objective of the Trust and Safety is to ensure Vercel platform remains a safe environment for all customers and end-users of deployments. To do this, you will build upon the existing process and policies implemented by the Customer Success team, holding clear ownership of these moving forward while reporting to the Director of Customer Success.

In order to succeed within the role, you will be an excellent communicator and decision maker, driven by a desire to develop clear process to enable your team and those they work with, to make correct and consistent decisions. You will be comfortable handling sensitive data and working in pressurised situations, as well as working closely with Customer Success, Compliance, Legal, and Leadership teams from across the company.

What You Will Do:

  • Building and managing a team of Trust and Safety Analysts.

  • Devising clear process and policy for the handling of abuse reports.

  • Working cross functionally with external stakeholders to ensure policy alignment.

  • Forming strong relationships with internal compliance teams.

  • Reporting on a regular basis to leadership on key Trust and Safety metrics.

  • Forecasting the needs for future Trust and Safety requirements.

  • Operationalising and automating the handling of reports made to the team.

  • Working with customers using Vercel as a platform to educate on Trust and Safety policy.

About You:

  • Experience of more than 3 years building out and scaling a Trust and Safety team.

  • Experience working with internal teams and external stakeholders on policy.

  • Experience working within a fast paced SaaS company.

  • Experience setting out KPIs and managing a team to achieve them.

  • Experience dealing with high pressure situations regardless of time and date.

  • Experience with Santa Clara Principles and Electronic Frontier Foundation (EFF)

  • Desire to ensure every aspect of the team is driven by clear process.

  • Desire to have every action taken be auditable and accountable.

  • Desire to constantly learn and understand better Vercel’s underlying business.

Bonus if You:

  • Have experience working with CI/CD pipelines.

  • Have a background in or knowledge of modern web application development.

  • Have a background in legal work or process.

  • Have spent time working with a company similar to Vercel.

Benefits & Perks:

  • Competitive compensation and stock options.

  • Inclusive Healthcare Package (US only).

  • Flexible working style - 100% remote, with teammates located throughout the globe.

  • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.

  • Unlimited PTO - 4 weeks recommended per year. Take time when you need it.

  • We will provide you with the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

Perks

  • Generous Gear Credit
  • Unlimited PTO
  • Stock Options
  • Work Remotely

Apply Now

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