Solutions Consultant II- Trust & Safety
About The Position
Stream powers chat, video, activity feeds, and moderation for over a billion end users. 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. This role exists to close the gap between well-tuned and poorly-tuned moderation, protecting communities and saving moderators from work no one should have to do. 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.
Requirements
- 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 Haves
- 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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
