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Stream is a leading infrastructure platform powering chat, video, activity feeds, and moderation for over a billion end users globally. The company has raised $58.25M and operates across 35 nationalities with 120+ employees.
This Solutions Consultant II role focuses on the customer side of Trust & Safety, specifically for Stream's rapidly growing AI Moderation product. You will own the full customer lifecycle: onboarding new customers to the moderation platform, ensuring their detection accuracy as their communities evolve, and enabling their Trust & Safety teams to use the product effectively.
Key responsibilities include running end-to-end moderation onboarding (kickoff, policy design, configuration, testing, go-live), translating customer community guidelines into working configurations, and partnering with customer engineering teams on integration and webhook setup. You'll own continuous tuning by reviewing flagged and missed content, diagnosing false positives/negatives, and adjusting configuration to improve precision and recall. You'll investigate escalations, drive them to root cause with engineering, and turn patterns into product feedback.
Customer enablement is critical: training moderators and Trust & Safety leads on the review queue, dashboard, and reporting; building onboarding playbooks and configuration templates by vertical; and supporting renewals through business reviews and usage narratives. You'll work cross-functionally with Sales and Solutions Engineering on late-stage deals and pilots, feed the product roadmap with evidence-backed customer needs, and help scale the function as the customer base grows.
Required: 3+ years in a customer-facing technical or SaaS role (customer success, implementation, solutions consulting, technical account management, professional services, or Trust & Safety operations). You must be comfortable with technical work without being an engineer, have strong project management instincts to run multiple onboardings simultaneously, and be analytical—able to answer "is this working?" with data. Excellent written and verbal communication is essential. The role involves reviewing examples of harmful material (harassment, hate speech, NSFW imagery) as part of tuning and diagnosis; the company takes reviewer wellbeing seriously. Must be based in or willing to relocate to Boulder, CO, with 3 days per week in the office.
Nice-to-have: direct Trust & Safety, content moderation, or community operations experience; familiarity with moderation concepts (policy taxonomies, harm categories, precision/recall tradeoffs); knowledge of online safety regulation (DSA, OSA, COPPA, EU AI Act); experience with chat, social, gaming, marketplace, or dating platforms; experience building enablement content.
