Solutions Consultant II- Trust & Safety

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. You can run several onboardings at once and keep every one of them honest about where it stands. - Analytical: you're drawn to the question "is this actually working?" and you know how to answer it with data rather than vibes. - Excellent written and verbal communication. You can hold a room of moderators in a training session and a room of executives in a business review, and adjust accordingly. - Willingness to engage with difficult content. This role involves reviewing examples of harmful material — harassment, hate speech, NSFW imagery, and similar — as part of tuning and diagnosis. We take reviewer wellbeing seriously and will talk openly about this in the process. - Based in or willing to relocate to the Boulder, CO area, with 3 days per week in our Boulder office. NICE TO HAVE - Direct Trust & Safety, content moderation, or community operations experience — in-house at a platform, at a BPO/vendor, or at a moderation tooling company. - Familiarity with moderation and safety concepts: policy taxonomies, harm categories, precision/recall tradeoffs, appeals, CSAM reporting obligations. - Working knowledge of online safety regulation (DSA, OSA, COPPA, EU AI Act). - Experience with chat, social, gaming, marketplace, or dating platforms — the verticals where moderation matters most. - Experience building enablement content or customer-facing documentation from scratch. WHY THIS ROLE IS WORTH YOUR TIME - Moderation is a growth priority at Stream, and this is an early hire on the customer side of it — you'll shape how the function works rather than inherit a process. - The work is unusually visible. Trust & Safety leaders make buying decisions based on whether onboarding and tuning are good, and you own both. WHY JOIN STREAM? - History of success. From Amsterdam to Boulder and Techstars in-between, Stream has raised over $58.25M to build the best Chat Messaging & Activity Feed infrastructure available, with best-in-class support. - Freedom and endless growth opportunities. As a rapidly growing startup (since 2020 we have gone from 30 to 150 employees), Stream gives you unique personal and professional growth opportunities. The opportunity of true ownership and accountability has a massive impact on your career. These are the things you can rarely experience in huge corporations. - Be on the front line of progress and innovation. While working with cutting-edge technology, we are passionate about tackling difficult tech problems at scale and creating reusable components for them, empowering engineering teams to ship apps faster, more securely, and with a better user experience. - They believe in us: Stream is backed by leading VC companies (Felicis Ventures, GGV Capital, 01.Advisors, Techstars, Arthur Ventures), including backers like Dick Costolo (01 Advisors, ex-CEO of Twitter), Olivier Pomel (CEO of Datadog), Tom Preston-Werner (Co-Founder of GitHub), Nicolas Dessaigne (Co-Founder of Algolia), Johnny Boufarhat (Founder and CEO of Hopin). WHAT WE HAVE TO OFFER YOU Stream employees enjoy some of the best job benefits in the industry: - 19+ days of paid time off plus 10 paid holidays - Hybrid work flexibility (3 days a week from the office) - Free health insurance for the employee and partial coverage for dependents (80% contribution coverage for health and 100% for dental and vision) - 401k contribution plan with 4% match - Fitness stipend - Company equity - Dog-friendly office! - A Macbook Pro provided - A Learning and Development budget - Team lunches and plenty of snacks - RTD pass + free parking pass on Pearl Street - Bi-weekly office massages - An office on Pearl Street in downtown Boulder - 12 weeks paid parental leave for primary parents - The opportunity to attend or present to global conferences and meetups - The possibility to visit our office in Amsterdam Note: this list of benefits applies to Colorado-based employees and is adjusted per your location of residence. Salary (for Colorado only): Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate's skills, level of experience, and location. For Colorado-based candidates, the salary range for this position is $100k -115k. Compensation at all other locations will be based on the factors as stated above. OUR CULTURE Stream has a casual social culture, our team is diverse and we all have different backgrounds. Now, Stream is a team of over 140+ peers from over 35 countries across the globe. We value transparency, aim for excellence, and support each other on our way to new victories. Our team consists of the strongest talents all over the world, which makes Stream a great place to learn and improve your skills. When it comes to software engineering jobs, our culture is oriented towards ownership and quality: our goal is to deliver stable software. If you are interested in becoming a part of what we do, apply for this vacancy now! Hybrid office policy: applicants based (or relocating to) one of our office locations are expected to work according to the applicable local office attendance policy. Equal opportunity employer statement: Stream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Note for external recruiters: We currently have this role covered and do not accept unsolicited agency resumes. We are not responsible for any fees related to unsolicited resumes.