Trust & Safety Operations

Job Description

Responsibilities

Process IP operations queues in accordance with documented SOPs and policy guidelines

Handle escalations by triaging, investigating, and routing complex cases to appropriate stakeholders

Perform root cause analysis (RCA) on errors, trends, and process breakdowns; document findings and recommend corrective actions

Collaborate with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes

Maintain accurate case documentation and contribute to quality assurance reviews

Flag process gaps or SOP ambiguities and support continuous improvement initiatives

Requirements

2+ years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role

Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases

Experience with escalation handling, root cause analysis, and operational reporting

Strong written communication skills and attention to detail

Comfortable working in fast-paced, queue-based environments with shifting priorities

Must-Have Skills

Comfortable doing investigations/ root cause analysis, escalation handling

Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases

Strong communication skills and has worked in a fast paced environment before.

2+ years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role