Trust & Safety Associate

Accenture•Austin, TX

2d•Onsite

About The Position

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. As a Trust & Safety Associate , you will support day-to-day case management activities while acting as a reliable point of support for junior agents. The role requires strong attention to detail, consistent quality delivery, and professional client interaction. You will contribute to team knowledge sharing, assist with onboarding and training, and help maintain positive working relationships with clients. Day-to-day responsibilities may include, but are not limited to:

Requirements

This is an onsite role in Accenture’s downtown Austin office. You will be expected to relocate to and work in Austin, TX, and the pay range is set accordingly.
Must be flexible to work any shift including nights, weekends and holidays
The role requires candidate pass an English written assessments with a minimum score of B2
Minimum 2 years' experience in customer support within a service delivery environment
Ability to work independently with minimal supervision while following established processes and guidelines
Strong work ethic with a focus on accuracy, quality, and accountability
Effective time management skills with the ability to manage workload and meet agreed targets
Good interpersonal, verbal, and written communication skills, with the ability to adapt communication style based on audience
Willingness to support team learning and contribute positively to a collaborative team environment
Strong coping, emotional resilience, and stress-management skills
Excellent comprehension, communication, and English skills
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Strong attention to detail
Comfort synthesizing and analyzing information from multiple streams
Strong critical thinking and decision-making skills

Responsibilities

Review, classify and/or remove content according to client guidelines, using specific tools and channels
Understand and remain updated on changing client policies and guidelines
Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
Deliver high quality customer service, case management, and case labelling for clients, end users, and internal analysts
Support junior agents and new joiners by sharing best practices, providing guidance on processes, and answering daily queries.
Assist with training activities and onboarding when required, under the direction of agents or Team Leads
Act as a quality role model by consistently meeting accuracy, productivity, and compliance standards
Identify and suggest process improvements to enhance efficiency, quality, and team effectiveness
Maintain a working understanding of the client’s business, operational activities, and processes relevant to assigned work.
Communicate relevant updates, issues, or observations to agents and Team Leads, escalating complex or sensitive items as needed.
Engage professionally with client contacts as part of daily operations, ensuring clear, timely, and appropriate communication.
Demonstrate professionalism in all interactions, both internally and in direct communication with clients