Trust & Safety Moderation Intern at Sony Interactive Entertainment PlayStation San Mateo, CA PlayStation isnt just the Best Place to Play its also the Best Place to Work. Weve thrilled gamers since 1994, when we launched the original PlayStation. Today, were recognized as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation. This internship is for Summer 2019. Responsibilities: * You will help protect Sony and PlayStation consumers from the risks we face through new and creative ways to prevent fraud, online abuse, and ensuring our gamers follow community guidelines. * Support Trust and Safety customer support readiness activities. Readiness activities include but are not limited to, consumer self-help messaging and documentation, agent training, process documentation, reporting and compliance auditing. * Investigate and conduct industry comparative analysis on video gaming moderation processes and policy. * Report on Moderation and Customer Support KPIs, including contact rates, known issue reporting, satisfaction, and set SLAs. * Improve Customer Support workflows, knowledge documentation, and training to reduce support contacts, protect against SIE risk, increase satisfaction, and decrease churn. * Reduce support costs by improving self-service support, identifying methods to eliminate repeat contacts, and other automation or innovation strategies. * Reduce monetary loss by identifying abusive customer actions as well as protecting against malicious activities. * Collaborate with interdepartmental teams to review the customer journey to highlight risks and work on mitigation strategies. * Develop and customize quality review guidelines and executes programs to achieve quality / compliance and adherence to defined policies, procedures and guidelines. * Work directly with moderation and contact center partner personnel to realize and reduce customer dissatisfaction and agent inaccuracy due to behavioral or knowledge gaps, ineffective processes or needed technology improvements. * Investigate users reported for violations of our Trust and Safety related policies on our platform Resolve Executive Escalations and conduct case studies to prevent issues from reoccurring. * Collaborates cross-functionally to execute on company initiatives and achieve department goals. * Participate in cross-functional meetings with a large number of contributors to ensure objectives are reached and each meeting is followed-up with notes, actions and owners. * Prepare and present findings to executive management team. Qualifications: * Customer Support, Community Moderation or related field experience * Weekend and evening schedule flexibility required to support major programming events and triage unexpected incidents * Knowledge of online gaming and the ability to research current industry trends * Strong communication skills * Requires the ability to build compelling slide decks and present a narrative that will influence others * Analytically minded with ability to parse through a large volume of data to detect trends and report on insights. Must be adept at using Excel * Ability to build consensus, establish trust, communicate effectively and foster culture change across organizational boundaries * Strong customer service and interpersonal skills * An understanding of online safety and abuse matters * Ability to research, analyze and solve complex problems * Knowledge of project management processes and tools * Ability to work well independently or within a team, and adapt to dynamics associated with emerging / maturing products and services Note: An essential function of this position involves exposure to sensitive or graphic content, including but not limited to vulgar language, violent threats, pornography, and other graphic images. Qualified candidates must be able to perform this essential function of the position. Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, gender identity, marital status, genetic information or membership in any other legally protected category. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. We sincerely appreciate the time and effort you spent in contacting us and we thank you for your interest in PlayStation.