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Company Name : Zoom Video Communications, Inc.
Location : Bengaluru, Karnataka
Position : Nodal Officer
Job Description : Work Styles at Zoom
In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom’s Workstyles.
Zoom’s Trust & Safety Team’s mission is to bring happiness to customers while creating a culture of trust, safety, and respect. We do this by taking the privacy, safety, and security of our customers and their data extremely seriously and maintaining a steadfast commitment to promoting the free and open exchange of ideas. Our team’s challenge includes the careful balancing of customers’ and users’ privacy against the important security interests of our world.
The Trust & Safety Team is looking for a full-time Trust & Safety Analyst. T&S handles complaints of abuse on the platform (such as meeting disruptions) and is building Zoom’s arsenal of tools to combat abuse both before and after it happens. Your job will be to help meet our mission by showing passion for our platform, acting as primary point of contact for regulators, perform role of nodal officer as per regulations from time to time, having strong collaborative communications’ skills, and showing a clear ability to be both reactive and proactive in your day-to-date duties. A Trust & Safety Analyst is also expected to be proficient in our products, and dedicated to doing their part to help bring both a delightful and safe experience for Zoom users worldwide.
Responsibilities:
Act as primary point of contact for regulators including Department of Telecommunications and law enforcement agencies
Perform role of nodal officer as per rules and regulations from time to time Viz., Trusted Source, Telecom license, eCommerce rules.
Lead efforts relating to inspections/audit by regulators and coordinate response to them
Assess and coordinate response for lawful interception or data requests from regulators for ZoomPhone operations
Ensure KYC compliance (verifying identity of customers onboarded) as per applicable rules for ZoomPhone
Oversee consumer grievance/complaint handling
Guide regulators on established process to submit their requisition as per Zoom’s Government Request Guide
Develop a deep understanding of platform usage to help identify irregular activity
Design and implement processes to address trust and safety concerns for the platform
Perform investigations of irregular trends and behavior patterns
Maintain clear, concise, positive, and empathetic communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and/or other stakeholders (Engineering, Legal, PR)
Review content that may be confidential, sensitive, or controversial in nature
Assist in verifying compliance with Zoom’s Terms of Service and Community Standards
Stay familiar with all of Zoom’s products, offerings, and integrations
Requirements:
Bachelor’s degree or equivalent degree/experience.
Excellent communication (both oral, written, and interpersonal).
Passion to connect, communicate and coordinate with regulators
Ability to work in a fast-paced environment while maintaining a positive attitude towards customers and team-members.
Discretion when working with sensitive topics or material
Proven ability to manage tasks at a project level
Schedule may vary depending on operational needs, and may include occasional nights and weekends.
Ability to work both independently and collaborate with others
Ability to keep an open and learner’s mindset
Extremely organized and detail oriented with ability to manage multiple projects simultaneously, and balance legal risk and business impact in a fast-paced environment.
Demonstrate strong work ethics, integrity, efficiency, attention to detail, meet demanding deadlines, and ability to work independently.
Must be tech savvy and enjoy learning new technologies.
Team-first attitude & growth mindset: every new challenge is an opportunity to learn and grow.
Preferred:
Prior exerience of interacting with Department of Telecommunications and law enforcement agencies.
Previous experience in a Trust & Safety role
Excellent G-Suite, Excel, and SQL skills
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone’s perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.
Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.
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