SoundCloud empowers artists & fans to connect & share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build & grow their careers by providing them with the most progressive tools, services, & resources. With over 375 million tracks from 40 million artists, the future of music is SoundCloud.

Were looking for someone who is compassionate & interested in helping others to join the Trust & Safety Team within the Business & Legal Affairs team from our Berlin or London offices. This role comes with a one-year contract with the possibility of an extension. 

Role & responsibilities

• Review & respond to customer support emails & automatically flagged content related to potential violations of SoundClouds Terms of Use & Community Guidelines (80%+ of the job!)
• Work with the rest of Trust & Safety team to identify emerging safety concerns within the community
• Demonstrate ability to make consistent, objective decisions in line with our policies 

Skills & requirements

• At least 6 months experience with trust & safety issues e.g. content moderation or spam prevention
• Customer support experience
• Previous experience with Zendesk (or similar CSM) 
• Excellent written & verbal communication skills & willingness to embrace ambiguity
• Ability to handle sensitive issues with care & grace; calm, can-do attitude
• Strong team player; willing to work collaboratively & cross-functionally to find solutions
• Understanding for SoundCloud community & our brand values
• Must be eligible to work in Berlin or London & are OK with working the odd weekend

Nice to haves

• You are fluent in Arabic
• You have experience tackling extremist content 
• Basic understanding of SQL or similar (you like to investigate patterns & issues by using data)
• Previous experience in handling high profile issues with internal Press teams
• Interest in EU regulations & public affairs
• Understanding of data protection regulations (e.g. GDPR)

If youre excited about working with us to support the SoundCloud community, wed love to hear from you! Please include a cover letter explaining your interest with your resume. 

About us:

• We are a multinational company with offices in the US (New York & Los Angeles), Germany (Berlin), & the UK (London)
• We provide a flexible work culture that offers the opportunity to collaborate & connect in person at our offices as well as accommodating work from home
• We are deeply committed to ensuring diversity, equity & inclusion at all levels of our organization & fostering a community where everyones voice, perspective & experience is respected & heard
• We believe a strong team is made by investing in employees through mentorship, workshops & enrichment opportunities

Benefits:

• Interested in a gym membership, photography course or book? We have a Creativity & Wellness benefit!
• Professional development allowance
• Flexible vacation & public holiday policy where you can take up to 35 days of PTO annually
• We offer free German courses at beginning, intermediate & advanced
• Various snacks, goodies & 2 free lunches weekly at the office! 

Diversity, Equity & Inclusion at SoundCloud

SoundCloud is for everyone. Diversity & open expression are fundamental to our organization. With this foundation, we aim to build a social platform & global community for everyone to create, discover, & share sounds. We acknowledge the challenges in our industry & strive to develop an inclusive culture where individual contributions are valued. We are dedicated to creating an inclusive environment for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status. 

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group (groups focused on people of color, LGBTQIA+ folks, & women). You may also participate in inclusive workshops, contribute to our Cultural Moments series, vote on organizations for the SoundCloud Community funds support, & more!