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