Trust and Safety Analyst/Specialist

Department: Trust & Safety / Community / Policy

Reports To: Online Safety Program Manager

Location: [REMOTE] (Flexible/Hybrid options available)

Summary

We’re looking for a dedicated Trust and Safety Analyst/Specialist to join our team in preserving a safe and positive online environment for our users. You’ll play a frontline role in analyzing content, accounts, and activities to enforce our community guidelines and protect users from harmful content, online abuse, and fraudulent activity. If you have a keen eye for detail, are passionate about user safety, and thrive in a dynamic environment, this is a great opportunity to directly impact our platform’s health.

Key Responsibilities

• Content Review and Moderation: Analyze user-generated content (text, images, videos, profiles) to identify violations of community guidelines, terms of service, or applicable laws. Take appropriate actions (content removal, warnings, account restrictions).
• Case Investigation and Escalation: Investigate reports of abuse, fraud, spam, or other suspicious activity, utilizing specialized tools and techniques. Escalate complex or sensitive cases to senior staff or law enforcement if necessary.
• Policy Enforcement and Trend Analysis: Stay updated on community guidelines and evolving trust and safety issues. Interpret policies accurately and apply them consistently. Contribute to identifying patterns and trends to improve policy enforcement and proactive mitigation strategies.
• Process Improvement: Suggest improvements to content moderation workflows, tools, and policies to enhance efficiency and user experience.
• User Communication: Respond to user inquiries and reports related to trust and safety issues with professionalism and within established timeframes.

Required Qualifications

• Bachelor’s Degree in a relevant field (Communications, Social Sciences, Criminal Justice, etc.) or equivalent experience.
• Minimum of [1+] years of experience in content moderation, trust and safety, fraud investigation, or a similar role.
• Demonstrated understanding of online safety issues, including harmful content, harassment, scams, and privacy concerns.
• Strong attention to detail and accuracy in reviewing and interpreting digital content.
• Ability to make sound judgments within a defined policy framework.

Preferred Qualifications

• Experience working with content moderation or case management systems.
• Exposure to threat detection or investigative techniques.
• Fluency in multiple languages a plus.

Essential Skills

• Analytical Thinking: Ability to review information critically and identify patterns, discrepancies, or potential violations.
• Communication and Empathy: Excellent written and verbal communication skills to interact with users and colleagues in a clear and supportive manner. Ability to handle sensitive situations with professionalism.
• Stress Management: Capacity to work with potentially disturbing content and maintain emotional resilience in a fast-paced environment.
• Teamwork: Collaborative attitude and willingness to share knowledge and support colleagues.