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Trust and Safety Specialist - EMEA

Cork, Ireland

Trust and Safety Specialist - EMEA

Full-time | Cork | Ireland

THE CHALLENGE

Eventbrite is an industry-leading self-service event management platform, and we care deeply about providing a positive and safe experience on our site. Our Trust and Safety team works to cultivate integrity and trust in Eventbrite’s global marketplace through the use of innovative technology and partnership with our community of event organizers and ticket buyers. Preventing abuse of our community and our Terms of Service, as well as providing a positive resolution to sensitive situations are critical parts of our mission to provide a delightful experience.  


THE TEAM

The Trust and Safety team is a group of operations specialists charged with protecting the community against abuse of the platform. We partner cross-functionally with numerous teams across the company to build the tools, policies and infrastructure to keep the community safe and ensure a positive resolution when issues do arise.


THE ROLE

As an Analyst for Trust and Safety you’re primarily charged with monitoring a set of queues that allow us to protect the integrity of our site and our community. You’ll be directly involved with the proactive work we do by monitoring for potential issues, and you’ll work hand in hand with the Trust and Safety Team to report and take action on high priority issues. You will also be expected to brainstorm ways in which the team can more effectively and proactively prevent platform abuse.


Another important part of your work will be helping the Trust and Safety Team prioritize their workload by triaging cases coming into the queue, providing feedback to the team and identifying potential areas for additional training, and flagging high-risk issues for immediate attention. You will also directly handle a subset of customer-facing Trust and Safety issues through our CRM.  


We are a hard-working team that is driven by our passion for promoting a safe and trustworthy platform. We are committed to first and foremost supporting each other and our community, and we are constantly seeking to experiment and improve the way we advocate for our customers. The work we do requires a unique mixture of vigilance, creativity, flexibility, compassion, and calm under pressure.

THE SKILL SET

  • Experience in an operations or customer support role, preferably within content moderation, trust & safety, or finance operations tasks
  • A love of task-based, operational work and a passion for customer experience, specifically in relation to trust and safety issues
  • Ability to identify pain points or areas for improvement on a team and advocate for a solution through implementation
  • Patience, empathy and the ability to stay level-headed in potentially stressful situations
  • Strong analytical and communication skills
  • Ability to make decisions in ambiguous scenarios,  ambiguity, embrace experimentation and change, and build consensus when working with a group
  • Technical aptitude and the ability to pick up new skills quickly
  • A general understanding of the European privacy law and GDPR
  • BA or BS Degree

BONUS POINTS

  • 3+ years of operational experience working specifically on trust, safety or policy issues
  • Working knowledge of Salesforce, Jira, Slack, Google Apps, SQL
  • Active Eventbrite user with a passion for live events
  • Fluency in languages, preferably Spanish, Portuguese or German

ABOUT EVENTBRITE

Eventbrite is a global ticketing and event technology platform, powering millions of live experiences each year. We empower creators of events of all shapes and sizes – from music festivals, experiential yoga, political rallies to gaming competitions –– by providing them the tools and resources they need to seamlessly plan, promote, and produce live experiences around the world. Last year, the team served 795,000 creators hosting nearly 4 million experiences across 170 countries. Meet some of the Britelings that make it happen.


IS THIS ROLE NOT AN EXACT FIT?

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Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. 

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About our Cork Office

Eventbrite's Cork office is a listed, 19th century building that used to be home to a national bank. The high ceilings and huge windows create light and space for the busy, growing team and, at every turn, there is something to discover - from the office library to the real-life vault in the basement!

Having started out as a customer services base, the Cork office is now home to a host of different teams and has a distinct energy as Britelings across different functions collaborate and support each other. The kitchen is full of tasty snacks and you can grab lunch in the break-out area which features a specially commissioned piece of art by a local Cork artist.

Yoga classes on the top floor, a herb garden in the kitchen and meeting rooms named after local landmarks add to the culture of the office - one of pride, growth and fun!

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