Social Support Lead, Trust and Safety Compute

We prioritize user experience, promote developer success through consistency and trust, and make the mobile experience the safest it can be across Play, Android and Chrome Web store.

The Developer Support team, within Trust and Safety (T&S) Compute, aims to build trust and minimize friction with the most critical developers within the ecosystem, while also mitigating regional specific user harm. We do this through proactive management and consultation of developers’ policy issues, ongoing outreach and education, identifying sensitive risk areas, and providing a positive publishing experience for our developers.

As a Trust and Safety Analyst, you will drive the transition from a reactive to a proactive, multi-channel engagement model for our global developer and partner ecosystem. You will lead the operationalization of proactive support across external community platforms and forums, ensuring we meet our developers where they actively communicate. You will be responsible for scaling community support workflows and integrating qualitative feedback into the broader trust and safety strategy.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $141000 - $205000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Lead operationalization of community channels, managing technical configurations, and architecting analytics infrastructure to transform social data into visual intelligence for cross-functional reporting.
• Manage monitoring workflows to resolve developer issues and proactively identify reputational risks across platforms, even where official handles are not mentioned.
• Drive the adoption of automation and AI tools through cross-functional partnerships to enhance response capacity and solve critical developer pain points.
• Coordinate vendor teams by providing SME guidance and quality audits while mentoring agents on empathetic, human-centered response strategies.
• Perform on-call responsibilities on a rotating basis, including weekend coverage/holidays.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in operations, Trust & Safety, policy, program management or related fields.
• 3 years of experience in social media monitoring/support, incident management, policy, crisis communications, or business strategy.
• 3 years of experience overseeing vendor-led operational workflows and driving process improvements with an AI first approach.

Preferred qualifications:

• Experience managing corporate crisis level events with potential legal or regulatory implications.
• Experience managing high-pressure stakeholders and coordinating responses across Legal, PR, and Engineering functions.
• Experience with data visualization and social management tools.
• Ability to evaluate unprecedented situations and generate new methods for resolution.
• Excellent communication and stakeholder management skills, with the ability to influence senior leadership under pressure.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Kirkland, WA, USA; Austin, TX, USA.

In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees.