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Vimeo // platform for watching, uploading & sharing videos
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As a Trust & Safety Specialist, you will help enforce our rules & remove content that could harm our users, our brand, & third parties. You will make judgment calls about whether all sorts of content break Vimeos rules & be able to explain your decisions to internal teams, users, & third parties in plain language. You arent afraid of making tough calls, & you have a genuine passion for policy issues like fair use, privacy, & online safety in the digital content arena.

What youll do:

  • Payment fraud & Chargeback remediation
  • Moderate video, platform content, & account behaviour to ensure compliance with Vimeos Terms of Service & Community Guidelines
  • Validate & process copyright notices & communicate with users about the status of their inquiries in a timely manner
  • Review & decision user appeals, optimising for efficiency & accuracy
  • Investigate & remove suspicious user accounts, & restore accounts that have been mistakenly identified as inauthentic, spam, or fraud
  • Review suspicious payment activity for potential fraud; review & proactively refund dispute alerts
  • Understand & follow escalation protocols, communicating openly with stakeholders
  • Respond to internal escalations & questions from other teams in Slack or email
  • Monitor high profile & high viewership of live events
  • Assist in reviewing our documentation (Internal Knowledge Base, Help Center articles, & macros) & suggest changes to improve content
  • Troubleshoot, triage, & vet issues reported by users & staff, reporting bugs to the engineering team
  • Identify & implement potential improvements to workflows & internal tools

Skills & knowledge you should possess:

  • Excellent verbal & written communications skills in English
  • 1-2+ years of experience working in the Payment Fraud mitigation
  • Completion of graduation from any university/college
  • Strong computer skills 
  • Sound judgment & analytical abilities
  • Strong attention to detail
  • Willingness to comply with standard processes & procedures
  • Should be comfortable working 24/7 rotating shifts & attending late/early meetings with global collaborators
  • Prior user-generated content moderation experience a plus
  • Must be comfortable viewing adult and/or possibly disturbing video content
  • Previous Zendesk experience a plus

Vimeo (NASDAQ: VMEO) is the worlds leading all-in-one video software solution. Our platform enables any professional, team, & organization to unlock the power of video to create, collaborate & communicate. We proudly serve our growing community of over 260 million users from creatives to entrepreneurs to the worlds largest companies.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse & global community. Were proud to be an equal opportunity employer where diversity, equity, & inclusion is championed in how we build our products, develop our leaders, & strengthen our culture.

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