Resolve complex member requests related to account access, identity updates, and data rights, ensuring compliance with global privacy regulations such as GDPR and other regional frameworks.
Assess identity verification and account integrity concerns using established decision trees and standard operating procedures, taking ownership of cases from intake through resolution.
Use case management systems and AI-supported tools to triage, investigate, and document cases efficiently while maintaining accuracy and audit-ready records.
Identify high-risk, ambiguous, or sensitive cases and escalate appropriately using defined risk frameworks, demonstrating Courage and sound judgment.
Maintain service level agreements (SLAs) while balancing empathy and policy adherence to protect both members and the business.
Contribute to quality improvement by incorporating feedback from audits and coaching, reducing rework and strengthening first-time-right resolution.
Surface trends, recurring issues, or potential policy gaps to Supervisors, helping the team see things through from insight to impact.
Collaborate cross-functionally with Trust & Safety, Legal, and Operations partners, taking ownership of outcomes and adapting with an agile mindset as policies evolve.

Typically requires 2–4 years of experience, though we welcome candidates with alternative backgrounds that demonstrate equivalent skills.
Experience in customer support, compliance operations, Trust & Safety, or environments involving sensitive data handling.
Working knowledge of privacy and data protection principles (e.g., GDPR or similar regulatory frameworks) and comfort applying structured policies to real-world scenarios.
Strong attention to detail with the ability to manage multiple cases in a fast-paced, SLA-driven environment while maintaining high quality standards.
Confident using case management systems, internal operational tools, and AI-enabled workflows to support accuracy and efficiency.
Demonstrates Respect and Excellence by balancing empathy for members with consistent policy adherence.
Comfortable escalating when something feels unclear or high-risk, showing sound judgment and ownership.
Curious and growth-oriented, actively incorporating feedback, collaborating with purpose, and adapting processes with an agile mindset as tools and policies evolve.

Member Support Specialist, Data Protection – 9-Month FTC

Key skills