Content Operations Specialist
Scribd, Inc., Austin, CO, United States
Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.
Culture
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. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.
So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.
This posting reflects an approved, open position within the organization.
You Will
Directly support Scribd, Inc.'s Content Trust goals by answering questions from frontline agents as well as 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 the team’s 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, Inc.'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, balancing customer service with 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
Compensation and Location
At Scribd, Inc., 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 California, the reasonably expected salary range is between $47,500 (minimum in our lowest market) and $74,000 (maximum in our highest market). In the United States, outside of California, the range is between $39,000 and $70,500. In Canada, the range is between $49,500 CAD and $63,500 CAD. The salary range reflects level at which the job has been scoped; higher or lower ranges may apply for different levels. This position is eligible for a competitive equity ownership and a comprehensive 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 specified cities and surrounding metro areas within 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 At Scribd, Inc.
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 the Scribd, Inc. suite of products
Enterprise access to leading AI tools
Equal Opportunity
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. We invite you to apply and join us in building something meaningful.
#J-18808-Ljbffr
Culture
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. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.
So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.
This posting reflects an approved, open position within the organization.
You Will
Directly support Scribd, Inc.'s Content Trust goals by answering questions from frontline agents as well as 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 the team’s 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, Inc.'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, balancing customer service with 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
Compensation and Location
At Scribd, Inc., 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 California, the reasonably expected salary range is between $47,500 (minimum in our lowest market) and $74,000 (maximum in our highest market). In the United States, outside of California, the range is between $39,000 and $70,500. In Canada, the range is between $49,500 CAD and $63,500 CAD. The salary range reflects level at which the job has been scoped; higher or lower ranges may apply for different levels. This position is eligible for a competitive equity ownership and a comprehensive 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 specified cities and surrounding metro areas within 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 At Scribd, Inc.
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 the Scribd, Inc. suite of products
Enterprise access to leading AI tools
Equal Opportunity
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. We invite you to apply and join us in building something meaningful.
#J-18808-Ljbffr