Risk consultant developing dashboards, data insights and reporting for Sun Life’s Canadian operational - risk teams. Improving data quality, automation and leadership oversight.
About the role
- Trust and Safety Analyst investigating player reports and enforcing safety policies for thatgamecompany’s online game environments. Handling sensitive cases, illegal-harm reports, and player appeals.
Responsibilities
- Conduct manual safety case investigations and apply appropriate enforcement actions in line with established studio policy
- Review player reports, accounts, or detected violations involving harassment, discrimination, griefing, cheating, toxicity, and other inappropriate behaviors, including explicit content
- Document case details accurately to support safety investigations and internal reporting requirements
- Compile and submit reports of illegal harms to NCMEC and law enforcement
- Respond directly to players appealing bans, sanctions, and other moderating actions
- Help maintain a safe and welcoming environment for players by enforcing safety policies and workflows
Requirements
- 1-2+ years of professional experience in Trust & Safety, content moderation, customer support, or similar role, with exposure to handling disputes and/or policy violations
- Significant understanding of sensitive player issues, digital privacy rights, and online safety practices
- Ability to engage with players empathetically and facilitate constructive dialogue around sensitive topics, while upholding safety guidelines
- Experience with case documentation that involves sensitive issues, such as child safety, or incident and case handling procedures
- Strong analytical, written, and verbal communication skills
- Excellent attention to detail and problem-solving skills
- Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable
- SaaS Customer or Player Support experience (nice to have)
- Trust and Safety Moderation Experience (nice to have)
- Familiarity with Helpshift and/or Jira (nice to have)
- Actively play Sky: Children of the Light (nice to have)
- Ability to work core meeting hours of 10 am to 5 pm Pacific time
- Must be at least 18 years old
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