Policy & Strategic Response Agent

The contractor will work closely with the Policy & Strategic Response team to ensure we address increased ticket volumes. The contractor(s) will address more common-place, lower priority infractions in order to enable the team to focus on addressing higher priority tickets with complexity along with the remainder of our workflows. 

Responsibilities

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  Review Code of Conduct reports & determine which tickets are actionable vs. unactionable. 

  
  


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  Create Jira tickets for actionable reports. 

  
  


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  Investigate actionable tickets. 

  
  


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  Send outreach to violating subreddits. 

  
  


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  Escalate tickets to CoC team with proposed enforcement actions if violating subreddits are not compliant and/or the situation is high complexity. 

  
  

Qualifications

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  Adept at conducting more in-depth platform investigations and arriving at decisive conclusions about their findings. 

  
  


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  Communicates progress and obstacles clearly and in a timely manner.

  
  


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  Communicates complex information and account issues in a manner that outside teams can easily understand.

  
  


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  Recognizes when escalation is necessary.

  
  


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  Familiarity with Reddit.

  
  


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  Bonus: Familiarity with Jira and Zendesk. 

  
  

Expected hours of working

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  40 hours/week

  
  


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  Monday-Friday, days of week flexible based on volume and workload

  
  


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  Overlap with Eastern Time Zone working hours preferred (10am ET - 6pm ET)

  
  

KPIs for the agent

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  Agent exhibits sound judgment in determining when reports are actionable. 

  
  


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  Agent can complete a low to medium complexity investigation in 10-15 minutes. 

  
  


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  Roughly half of the low to medium priority ticket queue is addressed on a weekly basis.

  
  

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