Customer Experience & Video Moderation Specialist

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, including structured trial education to ensure stakeholders understand product value, use cases, and success criteria from day one. - Guide customers through implementation, coordinating with cross-functional teams to ensure seamless setup. - Deliver ongoing product education through tailored resources and real-time support to drive adoption across enterprise users. - Provide ongoing proactive and reactive support for all enterprise customers, acting as a trusted advisor to resolve issues, optimize usage, and identify expansion opportunities. - Work cross-functionally to help manage renewal cycles by tracking customer health, demonstrating ROI, and partnering with account teams to secure long-term retention and growth. Premium Subscriber Support - Offer real-time support to Premium subscribers through video, call, or chat during safety-related situations. - Ensure all sessions are answered and resolved within defined SLAs; quickly triage session severity and escalate through 911 protocols when necessary. App User Support - Respond to inbound support inquiries from Citizen app users across multiple channels, ensuring timely response and resolution. - Track and share user feedback with relevant cross-functional stakeholders, including Product and Engineering teams, to inform ongoing improvements and resolve app-related issues. Law Enforcement Support - Manage inbound inquiries from law enforcement agencies, including data requests and time-sensitive escalations, in accordance with established protocols. - Work cross-functionally to obtain necessary data and/or information to ensure accurate, timely, and compliant responses to all law enforcement inquiries. Partner & Enterprise Support - Serve as the primary support contact for external partners and enterprise customers, providing timely and effective assistance to maintain and strengthen working relationships. - Collaborate cross-functionally to stay informed on upcoming product launches and operational workflows, ensuring top-tier support and guidance for external partners. REQUIREMENTS - Demonstrated ability to manage high-volume, multi-channel workflows, with strong prioritization and time management skills. -