Solutions Consultant

Who you are

• 3+ years in a customer-facing role at a technical or SaaS company — customer success, implementation, solutions consulting, technical account management, professional services, or Trust & Safety operations with external stakeholders
• Comfortable being technical without being an engineer
• Strong project management instincts. You can run several onboardings at once and keep every one of them honest about where it stands
• Analytical: you're drawn to the question "is this actually working?" and you know how to answer it with data rather than vibes
• Excellent written and verbal communication. You can hold a room of moderators in a training session and a room of executives in a business review, and adjust accordingly
• Willingness to engage with difficult content. This role involves reviewing examples of harmful material — harassment, hate speech, NSFW imagery, and similar — as part of tuning and diagnosis. We take reviewer wellbeing seriously and will talk openly about this in the process
• Based in or willing to relocate to the Boulder, CO area, with 3 days per week in our Boulder office
• Direct Trust & Safety, content moderation, or community operations experience — in-house at a platform, at a BPO/vendor, or at a moderation tooling company
• Familiarity with moderation and safety concepts: policy taxonomies, harm categories, precision/recall tradeoffs, appeals, CSAM reporting obligations
• Working knowledge of online safety regulation (DSA, OSA, COPPA, EU AI Act)
• Experience with chat, social, gaming, marketplace, or dating platforms — the verticals where moderation matters most
• Experience building enablement content or customer-facing documentation from scratch

What the job involves

• You'll own the customer side of Trust & Safety: getting new customers live, keeping their detection accurate as their communities evolve, and making their Trust & Safety teams genuinely good at using the product
• This is a customer-facing role with a hands-on technical edge. You won't be shipping product code, but you will be in the dashboard configuring policies, reading through flagged content to understand why a rule misfired, poking at API responses, and building the reports that show a customer whether their moderation is actually working
• You'll be the person a Head of Trust & Safety calls when their false-positive rate spikes — and the person who tells our product and engineering teams what needs to change
• Onboarding and implementation
• Run moderation onboarding end-to-end: kickoff, policy design, configuration, testing, and go-live for new customers
• Translate a customer's written community guidelines into working configuration — policies, harm categories, thresholds, blocklists, and automated actions
• Partner with customer engineering teams on integration questions, webhook setup, and moderation events flowing into their systems
• Set a clear go-live bar with each customer and hold the project to it, keeping stakeholders on both sides aligned on timeline and open items
• Continuous improvement and tuning
• Own ongoing tuning: review flagged and missed content, diagnose false positives and false negatives, and adjust configuration to improve precision and recall
• Investigate escalations when moderation behaves unexpectedly, and drive them to root cause with our engineering team
• Turn patterns across accounts into product feedback, and advocate internally for the changes that would fix them at the source
• Customer enablement
• Train moderators and T&S leads on the review queue, dashboard, rule builder, and reporting — and make them fast in it
• Build the enablement layer this function needs: onboarding playbooks, configuration templates by vertical, best-practice guides, tuning checklists, internal runbooks
• Support renewals and expansion by making the value of the product visible: business reviews, usage narratives, and outcomes tied to the customer's own goals
• Cross-functional work
• Work closely with Sales and Solutions Engineering on late-stage deals, pilots, and proof-of-concepts where implementation reality matters
• Feed the product roadmap with prioritized, evidence-backed customer needs
• Help scale the function as the customer base grows — including documenting what you do so the next hires ramp faster than you did
• Moderation is a growth priority at Stream, and this is an early hire on the customer side of it — you'll shape how the function works rather than inherit a process
• The work is unusually visible. Trust & Safety leaders make buying decisions based on whether onboarding and tuning are good, and you own both

Benefits

• Equipment & Resources: Computers, standing desks, headphones, and other specialized tools are available for you to be successful
• Paid Vacation: Generous time off on top of observing several national holidays
• Stock Options: You get a piece of ownership in Stream. Stock options are granted to all full-time employees
• Health Coverage: We offer comprehensive healthcare, dental, and vision plans, plus generous parental leave (US only)
• Outings and parties: We like to have fun together! Team outings and parties are regular events around here
• Team Lunch and Snacks: Stream provides in-office daily team lunches and a stocked kitchen with tasty snacks and craft coffee
• 401k: Plan for your retirement through the company offered 401k (US only) or the local pension scheme in Amsterdam, to which Stream will make a contribution
• Commuter Benefits: Employees receive free Office parking and transportation benefits
• Monthly fitness stipend: We value the health and well being of our employees