About the Internet Archive The Internet Archive is a non-profit with a huge mission: Universal Access to All Knowledge. Based in San Francisco, California, with satellites around the world, Internet Archive staffers are building the digital library of the future - a place where anyone can go to learn and explore our shared human experience from books, web pages, audio, television and software. Forever. About the Role The Patron Services Specialist plays a vital role in shaping the daily experience of our patrons. Functioning at the intersection of customer service, quality assurance, content moderation, and trust & safety, this position is often the first point of contact between the millions of Internet Archive Patrons and services like the Wayback Machine, OpenLibrary.org and the expansive resources of books, TV News archives, videos, software, music and other media available from archive.org. We’re looking for a detail-oriented, collaborative team member with excellent judgment and a passion for service. This is a unique opportunity to support the wide range of services provided by the Internet Archive, a non-profit digital library.
Key Responsibilities
- Serve as a responsive point of contact for patrons across multiple platforms (email, phone, web, social media), reinforcing the Internet Archive’s reputation as a caring, service-driven organization
- Manage multiple work streams and internal tools to deliver timely, accurate support
- Contribute to team efficiency and patron satisfaction through process documentation and cross-team collaboration
- Investigate and resolve issues regarding content in a fast and detailed manner
- Maintain up-to-date knowledge of trust & safety best practices, content risk management, and current global news and trends
- Support ad hoc projects related to Patron Services at the Internet Archive as assigned
Qualifications & Skills
- Bachelor’s degree or 2+ years of experience in customer service, trust & safety, content moderation, or quality assurance
- Comfortable moderating sensitive or controversial content involving current events and online discourse
- Excellent written and verbal communication skills with the ability to adjust to a variety of stakeholders and a strong ability to use discretion wisely
- Strong organizational and time management skills
- Demonstrated sound judgment and quick problem-solving abilities
- Attention to detail, particularly when handling high-volume or repetitive tasks
- Must be a flexible self-starter able to work independently in a dynamic, fast-moving globally-distributed remote team
- Positive, service-minded attitude with a focus on continuous improvement
- Proficiency in online tools such as tracking systems, Google workspace tools, Slack, Zendesk; some experience with coding or scripting is preferred
Additional Details
- Work arrangement: Remote-first
- Schedule: Flexible, with some weekend and holiday coverage required
- Application: Submit your resume and a brief cover letter at archive.org/jobs
Benefits & Perks The Internet Archive offers a comprehensive benefits package, including PTO, paid holidays, medical, dental, and vision benefits, health savings and flexible spending accounts, commuter benefits, short-term and long-term disability coverage, and retirement programs. At the Internet Archive, we believe our best work happens when diverse perspectives come together. We strongly encourage applications from individuals in groups underrepresented in the tech and library industries. We are proud to be an equal-opportunity employer, committed to fair employment practices regardless of race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by federal, state, or local law.