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Zoom is in search of a Team Lead for its Prevention & Recovery team (PnR) which is a critical part of Zoom’s Trust and Safety (T&S) team. T&S handles fraud, complaints of abuse on the platform (such as meeting disruptions), responds to law enforcement requests from around the globe, carries out part of Zoom’s export control program, and is building Zoom’s arsenal of tools to combat abuse both before and after it happens.

PnR is the operational linchpin of the T&S team. We respond to and investigate user reports of abuse, we help develop new proactive tools to prevent abuse from happening on Zoom, and we work cross-functionally to create products that are safe-by-design. The PnR team is creative and collaborative. We work closely with anyone at Zoom who has identified potential abuse, from billing, to support, to legal and communications. We have dedicated engineering and data science resources and access to any internal tool we need to carry out our mission. We also work with external partners, for example when a particular kind of abuse involves other tech platforms. We are committed to ensuring transparency, consistency, and adhering to compliance regulations. 

PnR is embedded within Zoom’s energetic and dynamic T&S team. T&S is committed to bringing happiness to customers while creating a culture of trust, safety, and respect. Zoom takes the privacy and security of our customers and their data extremely seriously. We maintain a steadfast commitment to promoting the free and open exchange of ideas. The T&S team challenge includes carefully balancing the privacy of Zoom customers and users against the important security interests of our world. To aid in this effort, we are seeking a Team Lead who is passionate about preventing abuse and keeping users safe.

Responsibilities：

• Manage daily team activities and ensure the daily operations run smoothly, including management of work distribution, planning capacity, and handling escalations
• Conduct weekly reviews for management on key deliverables
• Continuously evaluate existing processes, policies, tools and resources for potential areas of improvement and provide scalable solutions
• Act as a high-level point of contact for internal stakeholder queries
• Performs other related duties and assignments as required and as assigned by manager

Requirements:

• Bachelors Degree or equivalent experience
• 1-2 years of experience leading teams (preferably in a contact center or trust and safety environment)
• Good judgment, a high level of confidence and attention to detail
• Excellent communication, interpersonal and time-management skills (written and oral)
• Comfort with ambiguity and working in a fast-paced, rapid-growth environment
• Experience with investigating and reviewing digital content is a plus

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. 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.

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.

All your information will be kept confidential according to EEO guidelines.

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.