Social Support Lead, Trust and Safety Compute

Google•Kirkland, WA

19h•$141,000 - $205,000

About The Position

The Social Support Lead works within the Developer Support team in Trust and Safety (T&S) Compute. The team builds trust and minimizes friction for critical developers while mitigating regional-specific user harm through proactive developer policy management, consultation, outreach, education, risk identification, and a positive publishing experience. The role drives the transition from reactive support to a proactive, multi-channel engagement model for the global developer and partner ecosystem. It leads the operationalization of support across external community platforms and forums, scales community support workflows, and integrates qualitative feedback into the broader trust and safety strategy. The position also involves operationalizing community channels and analytics, managing monitoring workflows, advancing automation and AI tools, guiding vendor teams, and participating in rotating on-call coverage.

Requirements

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.

Nice To Haves

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, including the ability to influence senior leadership under pressure.
Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.

Responsibilities

Lead operationalization of community channels, manage technical configurations, and architect 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, including where official handles are not mentioned.
Drive 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 subject matter expert guidance and quality audits, while mentoring agents on empathetic, human-centered response strategies.
Perform rotating on-call responsibilities, including weekend and holiday coverage.