Solutions Consultant II - Trust & Safety
Own customer onboarding, configuration, tuning, and enablement for an AI moderation product. The role requires 3+ years in a technical customer-facing SaaS function, strong project management and analytical skills, and willingness to work with difficult content.
About the job
Responsibilities
Onboarding and implementation
- Run moderation onboarding end-to-end, including kickoff, policy design, configuration, testing, and go-live.
- Translate community guidelines into working configurations covering policies, harm categories, thresholds, blocklists, and automated actions.
- Partner with customer engineering teams on integration questions, webhook setup, and moderation events.
- Establish go-live criteria, timelines, and open-item tracking.
Continuous improvement and tuning
- Review flagged and missed content, diagnose false positives and false negatives, and adjust configuration to improve precision and recall.
- Investigate moderation escalations, identify root causes, and coordinate fixes with engineering.
- Turn cross-account patterns into prioritized product feedback.
Customer enablement
- Train moderators and Trust & Safety leads on the review queue, dashboard, rule builder, and reporting.
- Create onboarding playbooks, configuration templates, best-practice guides, tuning checklists, and internal runbooks.
- Support renewals and expansion through business reviews, usage narratives, and outcome reporting.
Cross-functional work
- Collaborate with Sales and Solutions Engineering on late-stage deals, pilots, and proof-of-concepts.
- Feed evidence-backed customer needs into the product roadmap.
- Document processes to support function growth and new-hire ramping.
Requirements
- 3+ years in a customer-facing role at a technical or SaaS company, such as customer success, implementation, solutions consulting, technical account management, professional services, or Trust & Safety operations with external stakeholders.
- Comfortable working with technical systems without being a software engineer.
- Strong project management skills and the ability to manage multiple onboardings.
- Analytical approach to evaluating product effectiveness with data.
- Excellent written and verbal communication skills.
- Willingness to review difficult content, including harassment, hate speech, and NSFW imagery.
- Based in or willing to relocate to the Boulder, CO area, with three days per week in the Boulder office.
Nice to Have
- Trust & Safety, content moderation, or community operations experience.
- Familiarity with policy taxonomies, harm categories, precision/recall tradeoffs, appeals, and CSAM reporting obligations.
- Knowledge of online safety regulations including DSA, OSA, COPPA, and the EU AI Act.
- Experience with chat, social, gaming, marketplace, or dating platforms.
- Experience creating enablement content or customer-facing documentation from scratch.
Compensation and Benefits
- Colorado salary range: $100,000–$115,000.
- 19+ days of paid time off plus 10 paid holidays.
- Health, dental, and vision coverage; 401(k) plan with 4% match.
- Fitness stipend, company equity, MacBook Pro, learning and development budget, team lunches, transportation and parking passes, and paid parental leave.
Skills
Trust & Safety, Content Moderation, Project Management, Webhooks, APIs, Precision/Recall, Policy Taxonomies, Harm Categories, Online Safety Regulations, Customer Onboarding
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