Content Operations Specialist
Scribd, Inc., Salt Lake City, UT, United States
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
Responsibilities
Directly support Scribd Content Trust goals by answering questions from frontline agents and escalated customer contacts related to content‑trust
Support the team’s customer‑experience goals by monitoring incoming CAP tickets and promptly raising trends and issues
Support 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
Participate in content moderation and calibration tasks to support Scribd’s content‑monitoring and moderation goals
Help improve quality, accuracy and customer satisfaction of pre‑approved 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 contact and performance trends
Qualifications
Clear and current understanding of domestic and international copyright laws (including DMCA and EU Copyright Directive)
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, balancing customer service and legal protection
Proficiency with one or more customer‑support ticketing systems
Ability to write and update clear and accurate documentation, and proficient with 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, able to translate 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
Compensation
Base pay is within the range for the role and level. In California, salary range is $47,500 to $74,000. In the United States outside California, $39,000 to $70,500. In Canada, CAD$49,500 to CAD$63,500. The range reflects local labor benchmarks. The position is also eligible for competitive equity ownership and a generous benefits package.
Work Location
Employees must have their primary residence in or near one of the following cities (including nearby metro areas or 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
Scribd Flex (flexible work model)
Comprehensive health, dental, and vision coverage
Mental health support and disability coverage
Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
Paid parental leave and family support benefits
Retirement matching and employee equity
Learning and development programs and professional growth opportunities
Wellness and home office stipends
Complimentary access to Scribd products
Enterprise access to leading AI tools
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 at any point in the interview process.
We are 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.
#J-18808-Ljbffr
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
Responsibilities
Directly support Scribd Content Trust goals by answering questions from frontline agents and escalated customer contacts related to content‑trust
Support the team’s customer‑experience goals by monitoring incoming CAP tickets and promptly raising trends and issues
Support 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
Participate in content moderation and calibration tasks to support Scribd’s content‑monitoring and moderation goals
Help improve quality, accuracy and customer satisfaction of pre‑approved 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 contact and performance trends
Qualifications
Clear and current understanding of domestic and international copyright laws (including DMCA and EU Copyright Directive)
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, balancing customer service and legal protection
Proficiency with one or more customer‑support ticketing systems
Ability to write and update clear and accurate documentation, and proficient with 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, able to translate 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
Compensation
Base pay is within the range for the role and level. In California, salary range is $47,500 to $74,000. In the United States outside California, $39,000 to $70,500. In Canada, CAD$49,500 to CAD$63,500. The range reflects local labor benchmarks. The position is also eligible for competitive equity ownership and a generous benefits package.
Work Location
Employees must have their primary residence in or near one of the following cities (including nearby metro areas or 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
Scribd Flex (flexible work model)
Comprehensive health, dental, and vision coverage
Mental health support and disability coverage
Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
Paid parental leave and family support benefits
Retirement matching and employee equity
Learning and development programs and professional growth opportunities
Wellness and home office stipends
Complimentary access to Scribd products
Enterprise access to leading AI tools
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 at any point in the interview process.
We are 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.
#J-18808-Ljbffr