Job Description

ABOUT STREAM Stream powers chat, video, activity feeds, and moderation for over a billion end users. From Amsterdam to Boulder to Techstars, we've raised over $58. 25M to build the best Chat, Video, Feeds, and Moderation infrastructure available, with best-in-class support. We're 120+ people across 35 nationalities, and we've been at this for over a decade. Our AI Moderation product is one of the fastest-growing parts of the platform. Customers use it to detect harmful text, images, video, and audio in real time — configuring policies, harm categories, blocklists, and automated actions, then reviewing what's left in a moderation queue their teams live in every day. When it's tuned well, it protects communities and saves moderators from work no one should have to do. When it's tuned poorly, false positives frustrate good users and real harm slips through. That gap is what this role exists to close. THE ROLE You'll own the customer side of Trust & Safety: getting new customers live, keeping their detection accurate as their communities evolve, and making their Trust & Safety teams genuinely good at using the product. This is a customer-facing role with a hands-on technical edge. You won't be shipping product code, but you will be in the dashboard configuring policies, reading through flagged content to understand why a rule misfired, poking at API responses, and building the reports that show a customer whether their moderation is actually working. You'll be the person a Head of Trust & Safety calls when their false-positive rate spikes — and the person who tells our product and engineering teams what needs to change. WHAT YOU'LL DO Onboarding and implementation - Run moderation onboarding end-to-end: kickoff, policy design, configuration, testing, and go-live for new customers.

- Translate a customer's written community guidelines into working configuration — policies, harm categories, thresholds, blocklists, and automated actions. - Partner with customer engineering teams on integration questions, webhook setup, and moderation events flowing into their systems. - Set a clear go-live bar with each customer and hold the project to it, keeping stakeholders on both sides aligned on timeline and open items. Continuous improvement and tuning - Own ongoing tuning: review flagged and missed content, diagnose false positives and false negatives, and adjust configuration to improve precision and recall. - Investigate escalations when moderation behaves unexpectedly, and drive them to root cause with our engineering team. - Turn patterns across accounts into product feedback, and advocate internally for the changes that would fix them at the source. Customer enablement - Train moderators and T&S leads on the review queue, dashboard, rule builder, and reporting — and make them fast in it. - Build the enablement layer this function needs: onboarding playbooks, configuration templates by vertical, best-practice guides, tuning checklists, internal runbooks. - Support renewals and expansion by making the value of the product visible: business reviews, usage narratives, and outcomes tied to the customer's own goals. Cross-functional work - Work closely with Sales and Solutions Engineering on late-stage deals, pilots, and proof-of-concepts where implementation reality matters. - Feed the product roadmap with prioritized, evidence-backed customer needs. - Help scale the function as the customer base grows — including documenting what you do so the next hires ramp faster than you did. WHAT WE'RE LOOKING FOR - 3+ years in a customer-facing role at a technical or SaaS company — customer success, implementation, solutions consulting, technical account management, professional services, or Trust & Safety operations with external stakeholders. - Comfortable being technical without being an engineer - Strong project management instincts.

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