Community Trust and Safety Specialist

Quadio is a new social streaming platform designed to transform how music is created, discovered, and enjoyed. Harnessing the power of existing communities, starting with college campuses, Quadio introduces a powerful, easy, and efficient way for artists to find each other and expand their audiences, and a fun, gamified way for music fans to find and share everything from “cool and relevant new stuff” to “the next big thing.” 

At Quadio, our motto from Day One has been #makemusicmakefriends because we believe music, joy, understanding, fun, and humanity are inextricably linked, and we live those values in everything we do. With 40 employees and growing quickly, Quadio is currently in Beta and will launch nationally in February 2020. We’re based near Union Square, and offer competitive salaries and full health care coverage.

About the Position

Quadio is seeking a smart, empathetic, high-energy professional to launch and lead its Customer Service operation, overseeing the Quadio user experience and maximizing its ease, enjoyment, and sense of safety.


Working closely with Quadio’s engineers, UI/UX designers, product team, and artist relations managers, the Community Trust and Safety Specialist will anticipate and support the needs of our users, artists and listeners alike, rapidly responding to questions and escalations with a bias for action and elegant solutions. The right candidate will enable and empower the voice of the user by investigating and analyzing customer journeys, developing hypotheses, and designing recommended changes to improve the customer experience. 

 

Responsibilities:

  • Process customer service inquiries swiftly and effectively, with flawless, unrelenting follow-through. Ditto for requests for additional communities and additional skills, tags, and genres.

  • Develop and enforce Quadio’s community guidelines, helping to keep Quadio super-safe, user-friendly, and non-toxic by rapidly evaluating and acting on reports of policy violations.

  • Exhibit a 24/7 mindset, ensuring a swift response to all Intercom and help@quadio.com messages and emails. 

  • Monitor user behavior and suggest platform and functionality improvements in line with Quadio's mission and values.

  • Process copyright infringement notices and take down infringing content.

 

Requirements:

  • 2+ years professional experience as a community manager or customer service specialist for a customer-centric online platform.

  • Excellent written and verbal communication skills. 

  • Sensitive to diverse cultural needs and viewpoints.

  • Ability to multi-task and monitor several information flows simultaneously.

  • Passion for music; interest in or knowledge of the music industry.

  • Inquisitive nature, always looking to iterate on and improve existing processes.

  • Strong analytical (qualitative and quantitative) skills a plus.

  • Developed perspective on prominent trends and issues in the online safety world. 

  • Familiarity with content or community management tools.

Benefits:

  • Competitive salary

  • Medical, Dental, & Vision Insurance

  • Maternity & Parental Leave

  • Flexible PTO

  • Upbeat, collaborative, and mission-driven company culture

 

WE WANT YOU ON THE SQUAD!

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QUADIOMEDIA INC ©2020

33 Irving Pl, New York, NY 10003

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