CUSTOMER SUCCESS ASSOCIATE

About TrustLab

Online misinformation, hate speech, child endangerment, and extreme violence are some of the world's most critical and complex problems.

TrustLab is a fast-growing, VC-backed startup, founded by ex-Google, TikTok and Reddit executives determined to use software engineering, ML, and data science to tackle these challenges and make the internet healthier and safer for everyone.

If you're interested in working with the world's largest social media companies and online platforms, and building technologies to mitigate these issues, you've come to the right place.

About the Role

We are seeking a highly skilled and experienced individual to join our team as a Customer Success Associate, reporting into the Director of Policy and Customer Success at TrustLab.

The Customer Success Associate is responsible for ensuring that TrustLab's customers are getting the most value out of using our products and services.

You will work closely with the policy, operations, product, and engineering teams to develop and implement customized customer success plans.

You have strong leadership, communication, and problem-solving skills. You also have a thorough understanding of what it takes to foster trustworthy relationships with customers and exceed their expectations.

Experience in the Trust & Safety industry and familiarity with digital platforms is also beneficial.

Responsibilities

• Onboarding new customers and proactively identifying customer needs and desired outcomes
• Fostering trustworthy and highly communicative relationships with customers to ensure that TrustLab is exceeding its customers' expectations
• Collaborating with cross-functional teams to handle customer escalations where applicable
• Ensuring customer retention and driving growth within our existing customer-base
• Collecting and analyzing customer feedback for product and process enhancements
• Identifying potential sponsors and advocates and preparing customer testimonials
• Promoting a culture of customer success and centricity throughout the organization

Minimum Qualifications

• Relevant experience in Customer Success, preferably in the context of delivering Trust & Safety-related products or services
• Strong analytical and problem-solving abilities, with a data-driven mindset to drive decision-making and continuous improvement
• Strong knowledge of online platforms, content moderation, user behavior analysis, and regulatory compliance
• Proven track record in managing successful relationships with customers and implementing effective strategies to ensure customer satisfaction
• Familiarity with industry standards, best practices, and emerging trends in Trust & Safety
• Ability to thrive in a fast paced, dynamic environment, with a love of building new processes from the ground up

Preferred Qualifications

• Bachelor's degree from an accredited university
• Previous experience managing customer experience for a start-up

Opportunities + Perks

• Competitive total compensation package with stock options at a rapidly growing Series A, VC-backed startup
• Comprehensive health insurance packages
• Remote friendly : Join our team in person in Palo Alto, CA, or work remotely from these states : CA, CO, CT, MD, MT, NY, TX .
• Work from home office support to create the perfect at-home setup
• Individual wellness stipend
• Professional development opportunities
• Influence new product direction from idea to commercialization
• Help develop critical tech to solve one of the 21st century's trickiest societal problems.
4 hours ago