Trust & Safety Specialist II 

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:

• Review suspicious payment activity for potential fraud; review & proactively refund dispute alerts & Chargeback remediation
• Fraud strategy development & implementation
• Review & decision user appeals, optimizing for efficiency & accuracy
• Investigate & remove suspicious user accounts, & restore accounts that have been mistakenly identified as inauthentic, spam, or fraud
• Understand & follow escalation protocols, communicating openly with stakeholders
• Respond to internal escalations & questions from other teams in Slack or email
• 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
• Moderate video, platform content, & account behavior to ensure compliance with Vimeos Terms of Service & Community Guidelines

Skills & knowledge you should possess:

• Excellent verbal & written communications skills in English
• 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