Policy & Strategic Response Agent

The contractor will work closely with the Policy & Strategic Response team to ensure we address increased ticket volumes. The contractor(s) will address more common-place, lower priority infractions in order to enable the team to focus on addressing higher priority tickets with complexity along with the remainder of our workflows. 

Responsibilities

• Review Code of Conduct reports & determine which tickets are actionable vs. unactionable. 

• Create Jira tickets for actionable reports. 

• Investigate actionable tickets. 

• Send outreach to violating subreddits. 

• Escalate tickets to CoC team with proposed enforcement actions if violating subreddits are not compliant and/or the situation is high complexity. 

Qualifications

• Adept at conducting more in-depth platform investigations and arriving at decisive conclusions about their findings. 

• Communicates progress and obstacles clearly and in a timely manner.

• Communicates complex information and account issues in a manner that outside teams can easily understand.

• Recognizes when escalation is necessary.

• Familiarity with Reddit.

• Bonus: Familiarity with Jira and Zendesk. 

Expected hours of working

• 40 hours/week

• Monday-Friday, days of week flexible based on volume and workload

• Overlap with Eastern Time Zone working hours preferred (10am ET - 6pm ET)

KPIs for the agent

• Agent exhibits sound judgment in determining when reports are actionable. 

• Agent can complete a low to medium complexity investigation in 10-15 minutes. 

• Roughly half of the low to medium priority ticket queue is addressed on a weekly basis.