Customer Experience & Video Moderation Specialist

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

Not verified

Childcare support

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Learning budget

Not verified

Verification

Not verified

Salary

$60K-$75K not verified - source not recorded; timestamp not recorded

401(k) match

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Market context

U.S. role benchmark (BLS OEWS)

$57,704 U.S. median for this role

Projected growth (BLS Employment Projections)

+0.9% - Slower

17% above the BLS role benchmark for sales aggregate.

Matched to SOC 41-2031 - Sales aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

Not verified

Weekend work

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Application

Cover letter

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Assessment

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Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Customer Experience & Video Moderation Specialist New York City, New York, United States Role Overview Customer Experience & Video Moderation Specialists serve as the front-line support team responsible for maintaining a safe, high-quality user experience across Citizen's platform. In this role, you will support app users, paid subscribers, video creators, law enforcement partners, and external stakeholders by reviewing live and recorded video content, providing real-time customer support, and making fast, thoughtful decisions in high-volume environments. This position requires strong judgment, the ability to operate effectively in high-volume, real-time environments, and close collaboration with cross-functional teams. You will play a critical role in supporting customer trust, platform safety, content quality, and operational excellence. Key Responsibilities Video Moderation & Platform Safety - Review inbound video footage across creator channels, including Citizen app users, contractors, and external partners. - Moderate live and recorded content in real time to ensure videos align with platform safety, quality, and editorial standards. - Exercise strong judgment when handling sensitive, graphic, urgent, or evolving public safety content. - Support incident creation, video distribution, and timely updates during breaking events. - Identify high-priority safety risks, escalate when needed, and coordinate with internal stakeholders to support accurate and responsible platform coverage. - Help improve moderation workflows, tooling, and quality standards as automation and AI-powered systems evolve. Enterprise Customer Support - Support the full enterprise customer lifecycle, owning the end-to-end customer experience from trial through renewal to ensure long-term success and satisfaction. - Provide hands-on support for enterprise customers during onboarding,

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