Technical Support Specialist T3 – Trust & Safety

Role Overview

• Monitor and respond to privacy-related inquiries routed into the support platform, distinguishing legitimate privacy requests from misrouted support issues across multiple categories (GDPR requests, enterprise questionnaires, content disputes, security disclosures, billing issues, etc.)
• Compose thoughtful, personalized, and compliant responses to a variety of privacy and security-related requests
• Articulate privacy policy provisions and legal requirements clearly, offering compliant alternatives when direct requests cannot be fulfilled
• Categorize requests appropriately as routine privacy actions, enterprise compliance needs, or complex legal matters requiring escalation
• Document cases thoroughly and create detailed materials for escalation when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Maintain a repository of standard compliance documentation.
• Collaborate effectively with cross-functional teams for seamless case handoffs and resolution
• Flag emerging patterns that require policy updates, product changes, or process improvements
• Build scalable triage systems including decision trees, verification workflows, and escalation criteria for ambiguous scenarios
• Develop and maintain SLA tracking by request type
• Create a response template library covering common request types to enable efficient, consistent responses
• Contribute to knowledge management by identifying documentation gaps and surfacing patterns requiring attention
• Identify opportunities and recommendations for continuous process improvement

Requirements

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker with strong judgment and attention to detail
• Passionate about client satisfaction and professional communication
• Proactive and self-motivated
• Comfortable working in ambiguous environments and building processes from scratch
• Strongly interested in learning new systems, policies, and requirements
• Amenable to working US hours or rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about
• 2–3 years of experience in Trust & Safety, Privacy Operations, Compliance, Customer Support, Technical Support, or related functions at SaaS or technology companies
• Excellent English communication skills
• Technical comfort with SaaS architecture, APIs, and database concepts
• Ability to understand and communicate complex ideas to customers in clear, empathetic, and professional language
• Experience with ticketing or email management systems
• Strong judgment regarding when to handle issues independently versus when to escalate
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to document complex cases with clear rationale and evidence

Preferred Qualifications

• Direct experience responding to enterprise security questionnaires and vendor risk assessments
• Working knowledge of GDPR, CCPA, and data protection principles
• Background in high-growth startup environments
• Familiarity with content moderation, abuse prevention, or trust & safety operations
• Basic data investigation capabilities and comfort with analytics tool