Content Trust Operations Specialist I - Customer Operations
About The Company:
At Scribd Inc. (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our four products: Everand, Scribd, Slideshare, and Fable.
This posting reflects an approved, open position within the organization.
We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.
When it comes to workplace structure, we believe in balancing individual flexibility and community connections. It’s through our flexible work benefit, Scribd Flex, that employees – in partnership with their manager – can choose the daily work-style that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional in-person moments to build collaboration, culture, and connection. For this reason, occasional in-person attendance is required for all Scribd Inc. employees, regardless of their location.
So what are we looking for in new team members? Well, we hire for “GRIT”. The textbook definition of GRIT is demonstrating the intersection of passion and perseverance towards long term goals. At Scribd Inc., we are inspired by the potential that this can unlock, and ask each of our employees to pursue a GRIT-ty approach to their work. In a tactical sense, GRIT is also a handy acronym that outlines the standards we hold ourselves and each other to. Here’s what that means for you: we’re looking for someone who showcases the ability to set and achieve Goals, achieve Results within their job responsibilities, contribute Innovative ideas and solutions, and positively influence the broader Team through collaboration and attitude.
Key Attributes for Success:
Customer-centric mindset with strong advocacy for customer needs
Entrepreneurial, proactive approach to problem-solving
Ability to thrive in a dynamic and fast-paced environment
Understands how to leverage the latest technologies, including AI, to enhance customer support operations.
You will:
Directly support Scribd’s Content Trust goals by answering questions from frontline agents as well as escalated customer contacts related to content-trust
Support the teams customer-experience goals by monitoring incoming CAP tickets and promptly raising trends and issues.
Support the teams performance goals by helping to ensure that DMCA notifications, privacy-related data subject requests, abuse reports, moderation queues, and other contacts are handled within a timely manner.
Support Scribd’s content-monitoring and -moderation goals by participating in content moderation and calibration tasks.
Help improve the quality, accuracy and customer satisfaction of preapproved CAP-related customer responses (macros).
Participate in the upkeep of training, documentation, policies, and quality assurance processes; and assist team members in understanding and working with them as needed.
Provide Customer Ops management with periodic updates on the status of Content Trust Operations, including but not limited to contact and performance trends.
You have:
A clear and current understanding of domestic and international copyright laws (including the DMCA and EU Copyright Directive).
A general understanding of privacy laws (including CPRA, GDPR, and in-progress state laws).
Ability to provide clear analysis and explanation of CAP issues to users and rightsholders. This often requires simultaneously providing adequate customer service and legal protection of the company.
Proficiency with one or more customer-support ticketing systems.
Ability to write and update clear and accurate documentation, and be proficient with various documentation and information tools.
Minimum 2 years of experience in a legal or content-trust supporting role within a digital consumer industry
Bachelor's degree (BA/BS) required
Strong verbal and written communication skills, capable of translating data into clear, actionable insights
Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
Experience with Zendesk or similar customer service tools is preferred
Experience with Jira for project management is a plus
Experience collaborating with BPOs in an outsourced environment is a nice to have
At Scribd, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States. In the state of California, the reasonably expected salary range is between $47,500 [minimum salary in our lowest geographic market within California] to $74,000 [maximum salary in our highest geographic market within California].
In the United States, outside of California, the reasonably expected salary range is between $39,000 [minimum salary in our lowest US geographic market outside of California] to $70,500 [maximum salary in our highest US geographic market outside of California].
In Canada, the reasonably expected salary range is between $49,500 CAD[minimum salary in our lowest geographic market] to $63,500 CAD[maximum salary in our highest geographic market].
We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.
Working at Scribd Inc.
Are you currently based in a location where Scribd Inc. can employ you?
Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:
United States:
Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.
Canada:
Ottawa | Toronto | Vancouver
Mexico:
Mexico City
Benefits, Perks, and Wellbeing at Scribd Inc.
*Benefits/perks listed may vary depending on the nature of your employment with Scribd Inc. and the geographical location where you work.
Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees
12 weeks paid parental leave
Short-term/long-term disability plans
401k/RSP matching
Onboarding stipend for home office peripherals + accessories
Learning & Development allowance
Learning & Development programs
Quarterly stipend for Wellness, WiFi, etc.
Mental Health support & resources
Free subscription to the Scribd Inc. suite of products
Referral Bonuses
Book Benefit
Sabbaticals
Company-wide events
Team engagement budgets
Vacation & Personal Days
Paid Holidays (+ winter break)
Flexible Sick Time
Volunteer Day
Company-wide Employee Resource Groups and programs that foster an inclusive and diverse workplace.
Access to AI Tools:We provide free access to best-in-class AI tools, empowering you to boost productivity, streamline workflows, and accelerate bold innovation.
Want to learn more about life at Scribd? www.linkedin.com/company/scribd/life
We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process.
Scribd Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.