Customer Experience & Video Moderation Champion

Location

New York City

Employment Type

Full time

Location Type

On-site

Department

Mission Control

Role Overview

Customer Experience Specialists serve as the primary point of contact for support across a range of Citizen stakeholders, including enterprise customers, paid subscribers, app users, video creators, and external partners. In this role, you will deliver high-quality support that ensures a consistent and positive customer experience.

This position requires strong judgment, the ability to operate effectively in high-volume, real-time environments, and close collaboration with cross-functional teams. You will play a key role in maintaining a seamless experience while driving customer satisfaction, retention, and growth.

Enterprise Customer Support

• Support the full enterprise customer lifecycle, owning the end-to-end customer experience from trial through renewal to ensure long-term success and satisfaction.

• Provide hands-on support for enterprise customers during onboarding, including structured trial education to ensure stakeholders understand product value, use cases, and success criteria from day one.

• Guide customers through implementation, coordinating with cross-functional teams to ensure seamless setup.

• Deliver ongoing product education through tailored resources and real-time support to drive adoption across enterprise users.

• Provide ongoing proactive and reactive support for all enterprise customers, acting as a trusted advisor to resolve issues, optimize usage, and identify expansion opportunities.

• Work cross-functionally to help manage renewal cycles by tracking customer health, demonstrating ROI, and partnering with account teams to secure long-term retention and growth.

Premium Subscriber Support

• Offer real-time support to Premium subscribers through video, call, or chat during safety-related situations.

• Ensure all sessions are answered and resolved within defined SLAs; quickly triage session severity and escalate through 911 protocols when necessary.

App User Support

• Respond to inbound support inquiries from Citizen app users across multiple channels, ensuring timely response and resolution.

• Track and share user feedback with relevant cross-functional stakeholders, including Product and Engineering teams, to inform ongoing improvements and resolve app-related issues.

Video Creator Support

• Review inbound video footage across creator channels, including Citizen app users, contractors, and external partners.

• Provide hands-on support to video creators, including real-time coordination of footage distribution, account billing, and related operational needs.

Law Enforcement Support

• Manage inbound inquiries from law enforcement agencies, including data requests and time-sensitive escalations, in accordance with established protocols.

• Work cross-functionally to obtain necessary data and/or information to ensure accurate, timely, and compliant responses to all law enforcement inquiries.

Partner Support

• Serve as the primary support contact for external partners, providing timely and effective assistance to maintain and strengthen working relationships.

• Collaborate cross-functionally to stay informed on upcoming product launches and operational workflows, ensuring top-tier support and guidance for external partners.

• Demonstrated ability to manage high-volume, multi-channel workflows, with strong prioritization and time management skills.

• Strong judgment in triaging the severity of customer issues across diverse verticals, including the ability to make real-time decisions that may directly impact customer safety.

• Experience in customer success, account management, or enterprise support functions, with a track record of building relationships and driving outcomes across the account lifecycle.

• Exceptional judgment when handling sensitive subject matter, including content moderation, safety-related escalations, and law enforcement requests.

• Proficiency in AI-powered tools and workflows, with the ability to quickly adopt and integrate new technologies into day-to-day operations.

• Strong cross-functional collaborator willing to adapt to rapidly evolving priorities in a fast-paced operational…