Trust & Safety Lead, Player Support

Location Type: Remote (US & Canada) Employment Type: Full-Time Salary: $80,000 - $110,000 USD annually (plus discretionary bonus)

Position Overview

As the Trust and Safety Lead, you embody the aspiration to treat players as our house guests. You have the knowledge to build systems that remove unruly players and, with grace, offer opportunities to reform. You understand how bad actors behave and position the T&S team to ensure that our players aren’t exploited. Within Sky, you provide the confidence that our policies and programs encourage players to treat each other with respect, enabling players to let down their guard and enjoy quality experiences within the game as we intended.

Responsibilities

• Design programs and policies to encourage positive outcomes in player behavior and legal/regulatory requirements.
• Investigate reported or detected cases of ToS/ToU/EULA violations, including potential cases of illegal harms, and routine auditing of existing enforcement implementation to ensure efficacy and relevance.
• Serve as an escalation point for sensitive issues.
• Training and craft leader of direct reports.
• Suggest and implement changes to ensure compliance with applicable laws.
• Protect and preserve the intended player experience by requesting tooling necessary to enforce Studio policies.

Requirements

Must Haves:

• 3+ years of experience in a Trust and Safety role with exposure to policy design, compliance, moderation, and/or program management.
• 1+ years managing direct reports and proficient in managing expectations, performance management, and career development.
• Well-versed in relevant regulations as it relates to T&S compliance, legal workflows, law enforcement, and data privacy.
• Effective written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Experience responding to government investigative agencies as it relates to reported crime or requests for records.

Nice to Have:

• Actively play Sky: Children of the Light.
• SaaS Customer/Player Support Experience.
• Experience with Helpshift, Jira.

Company Information & Benefits

• Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which currently include medical, dental, vision, 401k, and paid time off.

Application Instructions

• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We look forward to meeting you!

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