Director of Customer Support and Trust & Safety
Redwood City, CA
Together Labs is looking for an experienced leader to drive the mission, vision and overall strategy for Customer Support and Trust & Safety. You will play an integral role in delivering world-class service and ensuring user safety. In this role, you will lead direct reports in the USA and an 80+ person offshore team. We are looking for someone with an exceptional passion for delighting customers with superior service; a relentless drive for improving the customer experience; and a strong proactive diligence for solving complex challenges related to user safety.
Responsibilities:
- Drive the vision and strategy for the overall Customer Support and Trust & Safety organization
- Coach and manage a team of high-performing individuals
- Partner closely with cross functional leaders including, but not limited to, Product, Engineering, Data, and Marketing to build and deliver world-class customer support
- Develop policies and procedures aimed at mitigating risk, addressing abuse, and fostering a safe and supportive space for our users while balancing business objectives
- Detect and prevent fraud: monitor and analyze user behavior, content, and interactions to identify potential risks, abusive behavior, or fraudulent activities, and take appropriate actions in line with IMVU’s guidelines and policies
- Ensure systems reflect and properly enforce community policy/guidelines and that critical issues are correctly escalated
- Define and advance metrics used to measure customer satisfaction inform the success of the overall department
- Prioritize and schedule the Customer Support and Trust & Safety team’s work, manage organizational OpEx and budgets, organize team events/off-sites, and maintain capacity/staffing models.
- Actively manage Together Lab’s vendor relationships in the field of content moderation; Customer Relationship Management; and customer facing purchase transactions
- Stay up-to-date with industry trends, regulations, emerging risks, and best practices to continuously improve our strategies
- Deeply understand the IMVU business, platform, and metrics that impact Customer Support and Trust & Safety
- Collaborate with various teams to prepare quarterly business operations reviews
What We’re Looking For:
- 12+ years of experience in relevant fields such as Customer Support, Trust & Safety, Payment Fraud/Billing Operations, etc. within gaming, social media, virtual worlds, metaverse or similar industries
- 8+ years of experience leading teams with a customer-facing charter
- 5+ years of experience with vendor selection, onboarding, management, and partnership
- Demonstrated success delivering world-class customer support, safety, and operational excellence
- Comfort leveraging insight and data analysis to determine and drive business decisions
- Investigative and analytical mindset, with the ability to identify and respond effectively to trust & safety incidents to protect IMVU customers as well as our brand reputation
- Demonstrated track record of developing and implementing initiatives, practices, and plans in collaboration with senior leadership to capitalize on opportunities to enhance the overall customer experience
- History of developing great talent; delivering superior results and developing a customer focused culture; coaching and mentoring direct reports and other individuals.
- Ability to roll up your sleeves and take a hands-on approach
- Excellent oral and written communication skills
- Deep customer empathy
- Experience interacting with NCMEC or law enforcement is advantageous
- Payment processing, billing, and fraud reduction experience is helpful
- Experience with Salesforce and Spectrum Labs is a huge advantage
ABOUT US
Together Labs innovates technologies that empower people worldwide to connect, create and earn in virtual worlds. Our mission is to redefine social media as a catalyst for authentic human connection through the development of a family of products grounded in this core value. These include: IMVU, the world's largest friendship discovery and social platform; VCOIN, the first regulatory-approved transferable digital currency; and WithMe, an upcoming mobile platform built on insights from the science of friendship. For more information, please visit togetherlabs.com .
Founded in 2004 and based in the heart of Silicon Valley, Together Labs is led by a team that's dedicated to pioneering in virtual worlds. Together Labs is backed by venture investors Menlo Ventures, Allegis Capital, Bridgescale Partners and Best Buy Capital.
Together Labs (formerly IMVU) has been for nine years running as Best Place to Work in the Silicon Valley.
HOW TO APPLY
- Please familiarize yourself with our products and feel free to try out our core product at imvu.com .
Together Labs is an equal opportunity employer, and is committed to fostering a culture of inclusion. Our unique differences enable us to learn, collaborate, and grow together. We welcome all applicants without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identification, marital, parental, veteran or military status, unfavorable military discharge, decisions regarding reproductive health, or any other status protected by applicable federal, state, or local law.
Flexible work from home options available.
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