Summary: This role supports Scribd's Content Trust and customer experience goals by managing escalated customer contacts, monitoring tickets, and participating in content moderation. Highlights: 1. Support Content Trust goals and customer experience 2. Participate in content moderation and calibration tasks 3. Contribute to training, documentation, policies, and quality assurance 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 at Scribd, Inc.** 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’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’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. 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 each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States. In the state of California, the reasonably expected salary range is between $47,500 \[minimum salary in our lowest geographic market within California] to $74,000 \[maximum salary in our highest geographic market within California]. In the United States, outside of California, the reasonably expected salary range is between $39,000 \[minimum salary in our lowest US geographic market outside of California] to $70,500 \[maximum salary in our highest US geographic market outside of California]. In Canada, the reasonably expected salary range is between $49,500 CAD\[minimum salary in our lowest geographic market] to $63,500 CAD\[maximum salary in our highest geographic market]. We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job\-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous 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** one of the following cities. This includes surrounding metro areas or locations within a 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 suite of products * Enterprise access to leading AI tools **Get to Know Scribd, Inc:** **About Scribd, Inc** **Life at Scribd, Inc.** *We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process.* *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. Come join us in building something meaningful.*