Customer Success Representative - Trust and Safety

WHO WE ARE 

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com.

DISQUS (a Zeta Global subsidiary) the leading engagement and community platform that is trusted by million publishers around the world. The DISQUS platform has powered the largest and fastest growing publishers to moderate their comments and generate new revenue.

Zeta Global is a data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth.

Our support team is tasked with supporting our publishers and commenters. What this means for the support team is that they must possess operational knowledge of our products for a number of different end-users. Because we also run ads on our network, this role will have an added focus of Trust and Safety practices. to ensure that our network remains ad-safe where appropriate and in line with the content guidelines set forth in our Terms of Service.

What kind of business problems will you be working on?

Disqus enables comment communities and fosters dynamic discussion about pretty much everything. You’ll be working with the publisher and commenter communities. You will use a combination of technology, process, and terms of service to ensure high NPS from both commenters and publishers. This will be a Customer Support role, with a focus on Trust and Safety responsibilities, such as reviewing reported content and monitoring some sites. This will consist of assisting publishers with installation and subscription questions, as well as monitoring network content to ensure that our quality standards and Terms of Service are met.

Responsibilities:

• Contribute to Customer Support and answer customers’ questions across a variety of platforms, including inbound Support requests as well as Social Media questions and comments.
• Review reported comments and profiles, to determine which are in line with our TOS and which should be removed.
• Monitor content on sites deemed more likely to have TOS-violating content
  • Communicate with these sites as needed to provide content moderation guidelines and requirements
• Complete users’ data access and data deletion requests
• Maintain External and Internal product and process documentation
• Work closely with key partners in the policy and privacy spaces, as well as our Data Analytics team to help identify and address relevant issues on the Disqus platform
• Escalate issues or concerns as appropriate

Qualifications:

• Bachelor degree in communications, marketing, advertising, public relations, media studies, business and/or related fields. Any experience with Customer Support or Trust & Safety functions

BENEFITS & PERKS

• Unlimited PTO
• Excellent medical, dental, and vision coverage
• Employee Equity
• Employee Discounts, Virtual Wellness Classes, and Pet Insurance And more!!

SALARY RANGE

The salary range for this role is $60,000 - $65,000.00, depending on location and experience. 

PEOPLE & CULTURE AT ZETA

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.  

We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here:  https://zetaglobal.com/blog/a-look-into-zetas-ergs/ 

ZETA IN THE NEWS!

https://zetaglobal.com/press/?cat=press-releases 
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