stream - Solutions Consultant II- Trust & Safety
Requirements
• 3+ years in a customer-facing role at a technical or SaaS company — customer success, implementation, solutions consulting, technical account management, professional services, or Trust & Safety operations with external stakeholders. • Comfortable being technical without being an engineer • Strong project management instincts. You can run several onboardings at once and keep every one of them honest about where it stands. • Analytical: you're drawn to the question "is this actually working?" and you know how to answer it with data rather than vibes. • Excellent written and verbal communication. You can hold a room of moderators in a training session and a room of executives in a business review, and adjust accordingly. • Willingness to engage with difficult content. This role involves reviewing examples of harmful material — harassment, hate speech, NSFW imagery, and similar — as part of tuning and diagnosis. We take reviewer wellbeing seriously and will talk openly about this in the process. • Based in or willing to relocate to the Boulder, CO area, with 3 days per week in our Boulder office. • Direct Trust & Safety, content moderation, or community operations experience — in-house at a platform, at a BPO/vendor, or at a moderation tooling company. • Familiarity with moderation and safety concepts: policy taxonomies, harm categories, precision/recall tradeoffs, appeals, CSAM reporting obligations. • Working knowledge of online safety regulation (DSA, OSA, COPPA, EU AI Act). • Experience with chat, social, gaming, marketplace, or dating platforms — the verticals where moderation matters most. • Experience building enablement content or customer-facing documentation from scratch.
Responsibilities
• Onboarding and implementation • Run moderation onboarding end-to-end: kickoff, policy design, configuration, testing, and go-live for new customers. • Translate a customer's written community guidelines into working configuration — policies, harm categories, thresholds, blocklists, and automated actions. • Partner with customer engineering teams on integration questions, webhook setup, and moderation events flowing into their systems. • Set a clear go-live bar with each customer and hold the project to it, keeping stakeholders on both sides aligned on timeline and open items. • Continuous improvement and tuning • Own ongoing tuning: review flagged and missed content, diagnose false positives and false negatives, and adjust configuration to improve precision and recall. • Investigate escalations when moderation behaves unexpectedly, and drive them to root cause with our engineering team. • Turn patterns across accounts into product feedback, and advocate internally for the changes that would fix them at the source. • Customer enablement • Train moderators and T&S leads on the review queue, dashboard, rule builder, and reporting — and make them fast in it. • Build the enablement layer this function needs: onboarding playbooks, configuration templates by vertical, best-practice guides, tuning checklists, internal runbooks. • Support renewals and expansion by making the value of the product visible: business reviews, usage narratives, and outcomes tied to the customer's own goals. • Cross-functional work • Work closely with Sales and Solutions Engineering on late-stage deals, pilots, and proof-of-concepts where implementation reality matters. • Feed the product roadmap with prioritized, evidence-backed customer needs. • Help scale the function as the customer base grows — including documenting what you do so the next hires ramp faster than you did.
Benefits
• Moderation is a growth priority at Stream, and this is an early hire on the customer side of it — you'll shape how the function works rather than inherit a process. • The work is unusually visible. Trust & Safety leaders make buying decisions based on whether onboarding and tuning are good, and you own both. • History of success. From Amsterdam to Boulder and Techstars in-between, Stream has raised over $58.25M to build the best Chat Messaging & Activity Feed infrastructure available, with best-in-class support.
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