The Job
* Provide high-quality ticket and queue management support to review content against our policies, ensure fundraiser authenticity, and safe delivery of funds for beneficiaries.
* Review policy escalations across GoFundMe's platforms, in a thorough and efficient manner.
* Collaborate with internal teams on sensitive or high-profile content reviews, managing time-sensitive inquiries through to resolution.
* Actively support crisis response, set up crisis monitoring protocols, and proactively assist affected customers and stakeholders as needed.
* Proactively identify gaps or ambiguities in existing policy, while staying informed on evolving policy, political, and cultural contexts.
* Contribute to Content Risk's long-term success by identifying trends, providing actionable insights, and collaborating with leadership on future strategy.
This role involves content moderation review and real-time policy escalations, with potential exposure to sensitive material (e.g., disturbing content). Some weekend and holiday work may be required as part of scheduled shifts, and being a member of our on-call team for emergencies may be necessary.
You
* Bachelor's degree or equivalent experience preferred.
* 1-3 years of experience in Trust & Safety, content moderation, fraud prevention, operations, or a related field within a technology-driven environment.
* Knowledge of trust and safety practices, online content integrity, compliance requirements, and policy application.
* Proven ability to work in a fast-paced environment with sound decision-making in crisis management, managing complex investigations or escalations, and handling high-risk cases independently.
* Experience providing feedback or supporting onboarding and training of new team members.
* Skilled in managing multiple priorities in a rapidly changing environment while maintaining quality and consistency.
* Proven success working on projects or driving process improvements in an operations-focused team.
* Strong collaboration skills with the ability to influence and contribute to solutions across regional and functional boundaries.
* Willingness and resilience to review potentially graphic or objectionable material (e.g., violence, exploitation, or offensive content).
* Analytical skills with the ability to interpret data, monitor trends, and generate actionable insights that support data-driven decision-making and team strategy.
* Adaptability to structured schedules and resilience in covering holiday shifts as part of regular operations.
* Clear written and verbal communication, with English proficiency at a professional level.
Why you'll love it here
* Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
* Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
* Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
* Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
* Holistic Support: Financial assistance for hybrid work, family planning, generous parental leave, flexible time-off policies, and mental health resources.
* Growth Opportunities: Access learning, development, and recognition programs to help you thrive and grow.
* Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
* Community Engagement: Make a difference through our volunteering program.
We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be part of something bigger with us!
GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.
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