Content Trust Operations Specialist - Customer Operations

About The Company:

At Scribd Inc. (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our four products:
Everand, Scribd, Slideshare, and Fable.

This posting reflects an approved, open position within the organization.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

When it comes to workplace structure, we believe in balancing individual flexibility and community connections. It’s through our flexible work benefit, Scribd Flex, that employees – in partnership with their manager – can choose the daily work-style that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional in-person moments to build collaboration, culture, and connection.

For this reason, occasional in-person attendance is required for all Scribd Inc. employees, regardless of their location.

So what are we looking for in new team members? Well, we hire for “GRIT”. The textbook definition of GRIT is demonstrating the intersection of passion and perseverance towards long term goals. At Scribd Inc., we are inspired by the potential that this can unlock, and ask each of our employees to pursue a GRIT-ty approach to their work. In a tactical sense, GRIT is also a handy acronym that outlines the standards we hold ourselves and each other to.

Here’s what that means for you: we’re looking for someone who showcases the ability to set and achieve Goals, achieve Results within their job responsibilities, contribute Innovative ideas and solutions, and positively influence the broader Team through collaboration and attitude.

Key Attributes for Success:

• Customer-centric mindset with strong advocacy for customer needs

• Entrepreneurial, proactive approach to problem-solving

• Ability to thrive in a dynamic and fast-paced environment

• Understands how to leverage the latest technologies, including AI, to enhance customer support operations.

You will:

• Directly support Scribd’s Content Trust goals by answering questions from frontline agents as well as escalated customer contacts related to content-trust

• Support the teams customer-experience goals by monitoring incoming CAP tickets and promptly raising trends and issues.

• Support the teams performance goals by helping to ensure that DMCA notifications, privacy-related data subject requests, abuse reports, moderation queues, and other contacts are handled within a timely manner.

• Support Scribd’s content-monitoring and
  -moderation goals by participating in content moderation and calibration tasks.

• Help improve the quality, accuracy and customer satisfaction of preapproved CAP-related customer responses (macros).

• Participate in the upkeep of training, documentation, policies, and quality assurance processes; and assist team members in understanding and working with them as needed.

• Provide Customer Ops management with periodic updates on the status of Content Trust Operations, including but not limited to contact and performance trends.

You have:

• A clear and current understanding of domestic and international copyright laws (including the DMCA and EU Copyright Directive).

• A general understanding of privacy laws (including CPRA, GDPR, and in-progress state laws).

• Ability to provide clear analysis and explanation of CAP issues to users and rights holders. This often requires simultaneously providing adequate customer service and legal protection of the company.

• Proficiency with one or more customer-support ticketing systems.

• Ability to write and update clear and accurate documentation, and be proficient with various documentation and information tools.

• Minimum 2 years of experience in a legal or content-trust supporting role within a digital consumer industry

• Bachelor's degree (BA/BS) required

• Strong verbal and written communication skills, capable of translating data into clear, actionable insights

• Ability to work independently, manage multiple tasks, prioritize…