Content Operations Specialist

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.

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.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. 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.

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.

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 teams customer-experience goals by monitoring incoming CAP tickets and promptly raising trends and issues.

• Support the teams 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 rights holders. This often requires simultaneously providing adequate customer service and 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

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…