Safety Operations Associate

At Feeld, we are creating a world where everyone is more intimately connected to each other and themselves. We are building an inclusive, human-centred product. The Associate for Safety Operations will be a key part of our Customer Support team and our mission to continuously evolve Feeld to be safer and more inclusive to our community of Members. We believe in building for and with our most vulnerable Members to create safer spaces that allow them to explore and express their identities.

What you will do:

• Manage and respond to high-priority and high-sensitivity safety workflows and escalations (e.g. DSA appeals, high severity requests, data privacy requests, law enforcement escalations).
• Identify and escalate opportunities to improve processes and macros (policy enforcement, violations, fraud rules, incident response).
• Respond to Data Subject Access Requests in accordance with GDPR and/or CCPA regulations.
• Act as a “voice” for our most vulnerable community members, for their safety and their privacy, to keep advocating for Feeld to be safer and more inclusive.
• Improve documentation for workflows in Trust & Safety.

How you will grow:

• Engage with Members and the internal teams: Respond to safety escalations and tickets with sensitivity and speed.
• Resolve Issues of safety: Address and resolve Member issues, concerns, and complaints, ensuring high levels of Member satisfaction and maintaining Feeld’s brand in the areas of safety and privacy.
• Proactivity: Actively seek out and identify ways to keep Feeld safer and more inclusive.
• Documentation: Identify efficiency gains and process improvements and document process updates.
• Collaboration: Work closely with the Support, Legal, and Product teams to relay Member feedback efficiently, escalate issues and help improve their overall experience.

About you:

• Strong communication skills, both written and verbal.
• Demonstrate knowledge of good Member safety and data privacy practices.
• Ability to manage multiple tasks in an ever-changing environment.
• Ability to handle sensitive and confidential member information with care, expediency, and privacy.
• Experience in safety and/or customer support (bonus if you’re familiar with Zendesk).

Bonus points:

• You are familiar with existing industry-specific laws and regulations (DSA, OSB, GDPR, CCPA, etc.).
• You have experience using safety moderation tools to aid in decision making.
• You are familiar with Feeld’s mission and community.

About us:

Feeld is an independent, experimental and fully remote organisation reshaping the dialogue on dating and sexuality. The company was founded in 2014 and has evolved since to become the open, distributed structure it is now. We have a naturally agile and fluid culture. The whole team is fully remote, which means you work where and when helps you perform at your best. We regard autonomy highly and treat our organisation as a product – we iterate, improve and test things internally to see what works best for everyone.

Our culture:

We believe in creating a safe work environment through humanity, fluidity, safety, transparency and progressiveness. When hiring, we look for culture add rather than culture fit. Because we are a fully remote team, it’s especially important that we create an environment where our colleagues feel included and connected as humans.

Diversity, equity, inclusion and belonging at Feeld:

Feeld promotes open-mindedness, inclusion, diversity and kindness, both in the world and among our own workforce. We encourage and welcome applications from people with a history of marginalisation, whether because of race, gender expression or identity, sexual orientation, neurodivergence, national origin, disability (seen or unseen) or any confluence of intersectional identities. Our goal is a barrier-free application process and working environment.

Compensation and perks:

We are conscious of how our work and decisions impact other humans and the environment. We design our product and organisation with consideration for the wellbeing of our Members and colleagues. Feeld’s way of working is designed to proactively prevent burnout and an “always on” culture. We believe in technology and working environments that enable people to live a meaningful, fulfilled life. Therefore, we offer our staff:

• Flexible working hours
• Unlimited paid time off
• A fully remote working situation
• GBP £3k equipment and home office budget
• Learning & development budget
• On demand therapy sessions and mental health support via Spill
• In-person meet ups

Our compensation system is one of the ways we work to uphold equity and inclusion at Feeld. Just as we strive to enable honest expression on our platform, we strive for openness of information within the organization. Internally, we keep decision-making transparent to keep each other accountable and make sure all voices are heard. That is why we offer:

A compensation system that is transparent, honest, and equitable. At Feeld we believe all humans deserve to make a competitive wage. That’s why we offer a Baseline Freedom Salary of £60,000 GBP per year.

Our interview process:

Your first conversation with Feeld will be a screening call with our recruiter, where you’ll be able to ask - and receive answers - regarding any general questions you have and to confirm the role is a fit for what you’re seeking. Your second conversation will connect you directly with the hiring manager for the role you’re applying to. Here, you’ll have a chance to ask more questions about the work you’ll be doing. This conversation will also focus on your past work experiences. The next step for most of our roles is a candidate challenge. This is an evaluation of the skills relevant to be successful in this role and generally takes about an hour to complete. Your third conversation allows you the opportunity to meet the team members you might be working with on a daily basis. Here, you’ll be able to ask questions about team processes, workflow, and the employee experience at Feeld. We generally make an offer within 2 weeks of our final call, and offer a flexible start date that can begin as early as the next Monday after you sign our offer documentation. Of note: all of our interviews are conducted remotely, and our interviewers will work with you to find an agreeable interview time based on mutual availability. We understand we’re asking you to invest your time and best efforts in our process, and are appreciative of getting the chance to better know who you are as a person and candidate. In return, we’re committed to offering transparent communication and prompt feedback as you navigate this application with us.